Customer Service Manager (Consignor Relations)
Location: US, NJ, Secaucus
Department: Customer Service
Function: Customer Service
Company profile: The RealReal is changing the way people buy and sell luxury items. The leader in luxury resale, the company is a full service retailer offering customers authenticated, pre-owned, designer brands including Chanel, Hermes, Louis Vuitton , Gucci and Cartier, all at up to 90% off original retail. The RealReal takes possession of all items prior to sale in order for its merchandising team, authentication specialists and skilled gemologists to evaluate each item. The company also offers buyers merchandise returns, with an in-house customer service team available to answer specific product questions.
Description: The RealReal is the country’s largest online luxury consignment marketplace.  Founded in 2011, we are growing rapidly and have established ourselves as the leader in online consignment sales of designer fashion, handbags, fine jewelry & watches, and art.  In addition to winning POSH and Fashpreneur Awards, The RealReal has been featured on The Today Show, USA Today, Fortune, Glamour, and Elle.As Consignor Relations Manager, you will be managing the team providing front-line support to the tens of thousands of consignors who are the ongoing source of merchandise for our business, and who deserve a level of service consistent with the high quality of the merchandise they are putting in our trust.You will initially manage a small team (approximately 5) representatives, but will build the team as our business continues to grow at its rapid pace.  The position reports to the Customer Service Director.Our office is in Secaucus, NJ; it is one stop from Penn Station and our company shuttle runs continuously back and forth to the office during peak times.Responsibilities: Day-to-day supervision of a team of consignor relations representatives, who are responding to consignor inquiries via telephone, email and live chatThe team also provides direct support to our internal “sales” team members, who bring issues to our team on behalf of the consignor accounts that they manageManage the performance of the team members, including ongoing monitoring of calls and emails, providing coaching and feedback, setting performance goals and monitoring progress toward those goals, and executing annual performance appraisalsProvide initial and ongoing training for team members, including systems (The RealReal’s internally-developed enterprise system, Zendesk, etc) and call/email handling proceduresObjectives include overall responsibility for team productivity and consignor satisfactionPersonally handle escalated consignor complaints via phone and emailWork with the Customer Service Director to determine ongoing staffing requirements, and engage with Human Resources to recruit, interview, and hire team members as necessaryRecommend process and systems changes that will improve team performance and the consignor experienceBecome a subject matter expert in the consignor experience, particularly all the fine details of systems and processes that have an impact on that experienceBuild relationships with other company functions (marketing, merchandising, sales, technology, operations), to stay abreast with business changes, to manage those changes that may impact the consignor experience, and to assist in resolving consignor issuesAssist the Finance and Technology departments in the processing of monthly consignor paymentsLiaise with the field sales managers and merchandising to approve new designer requests and consignor pricing requestsMaintain email response “templates” as the business changesSkills & Qualifications: College degree preferredAt least one year of experience managing a customer service team, preferably in a call/contact center environmentEcommerce experience preferredStrong interest in and knowledge of fashion—top designers, current styles, etc.—preferredRetail experience a plusExperience handling package shipping issues a plusSuccessful experience in working remotely from management and support organizations a plus (the position and team will be at a separate location from the Customer Service Director and most company functions)Superior quantitative and problem solving skillsAbility to make fair and objective discretionary financial decisions when resolving transactional issues impacting our customers and consignorsExperience using Zendesk and ACD (Automatic Call Distribution) systems a plusStrong knowledge of Microsoft Office, specifically Excel—ability to create and edit spreadsheets a mustEnjoy a fast paced, start-up, environment
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