On a daily basis, Service Partners can anticipate engaging in the following tasks:

• Service partners are required to provide customers with an elevated and modern luxury experience through incoming contacts, including phone calls, emails, and chats.

• Their responsibilities include assisting customers with placing orders, checking order statuses, inquiring about repairs, seeking product information or recommendations, and resolving any issues.

• Additionally, service partners are expected to make soft sales during these interactions.

Requirements:

• Successful completion of background check and drug screening

• Availability to work a minimum of 35 hours per week, including 5 hours on Saturday or Sunday or combined.

• Access to a quiet, uninterrupted workspace

• Possession of a computer meeting or exceeding client-specified minimum requirements (laptop or desktop)

• Ownership of a USB headset with microphone (mandatory for certification and call handling)

• Reliable hard-wired broadband internet connection through DSL, Cable, or Fiber Optic

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Additional equipment required:

• USB VoIP Headset is required in certification and while servicing

• Minimum 8 GB RAM required

• Service Partners MUST maintain the most recent version of Windows 10 or 11 (fully patched with no pending updates) on their computer

• Windows 8.1 is NOT supported

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Success Factors:

• Responding to customer inquiries and concerns in a professional and efficient manner.

• Maintaining knowledge of the Coach brand, products, policies, and procedures to effectively communicate this information to customers.

• Driving sales by suggesting complementary items based on customer needs and preferences, and offering to place orders.

• Mitigating customer escalations through effective decision making and problem-solving skills.

• Leveraging multiple systems and tools to handle customer contacts effectively.

• Simultaneously handling multiple tasks, including contact handling and data processing.

• Having a passion for delivering exceptional customer experiences in a team environment.

• Demonstrating customer service skills, preferably in a retail and/or contact center environment.

• Possessing effective decision-making, problem-solving, and follow-up skills.

• Having excellent verbal and written communication skills for business purposes.

• Being able to multitask in a fast-paced environment and handle shifting priorities.

• Paying strong attention to detail.

• Possessing intermediate computer skills, including proficiency in Windows navigation and MS Office.

• Having experience in luxury retail.