Direct to Client; DTC) Specialist - 2nd Shift

The Direct to Client Specialist is responsible for servicing Clients by properly and accurately handling inquiries related to care services via phone, email, and video. The Care Services Expert will also be responsible for achieving assigned objectives in the areas of productivity and quality; as well as maintaining high operational standards and efficient use of key systems.

Successful individuals will possess excellent Customer Service skills, Communication skills, and a strong command of the English language.

Sunday - 7:30 am-4:00 pm (work from home) and Monday - Thursday 10:30 am - 7:00 pm (work in office).

Should be available for mid-shift training Monday-Friday from 10:30 am-7:00 pm for the first 4-6 weeks.

Salary Expectations:

The appointed candidate will be offered a salary within the range of USD $20.00 - $24.00/hour, plus a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and two retirement plans, both with employer contributions.

• Perform accurate and complete product assessments related to repairs and quality in order to generate a repair or provide care information to clients.
• Proactively manage client caseloads, ensuring swift follow-ups and seamless workflow organization.
• Assess incoming client calls to evaluate the reported issue against case history and account documentation and determine the appropriate resolution or escalation path.
• Consistently meet or exceed all assigned goals in the areas of call quality and productivity & efficiency.
• Handle a diverse range of calls including (but not limited to): payment collection, quotation review, service issues, store inquiries, etc.
• Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted in partnership with other departments.
• Maintain the highest degree of customer service every day by demonstrating exemplary service leadership in the areas of phone quality, complaint resolution, product awareness, and store relations by adhering to the Quality Customer Service Standards, Louis Vuitton Etiquette, and Louis Vuitton Selling Ceremony.
• Resolve customer concerns efficiently and with professionalism, applying a client-centric approach to ensure fair, empathetic, and timely outcomes at every interaction.
• Adhere to department and company policy and procedures.
• Maintain proficient and consistent use of all required call center platforms, tools, and CRM systems to ensure accurate call documentation and seamless client service delivery.
• Stay current on all product knowledge, company updates, and departmental initiatives to deliver accurate, informed, and confident responses to client inquiries.
• Document 100% of calls and email correspondence accurately within the CRM system, capturing inquiry type, customer feedback, and complaint details to ensure complete interaction traceability and data integrity.
• Actively engage in departmental training, continuous improvement projects, and cross-functional initiatives, while proactively contributing process improvement recommendations to drive operational excellence.
• Perform other duties as assigned to meet business objectives and goals

• 3 – 5 years of experience in customer service or call handling environment
• Exceptional client-centric mindset
  · Excellent verbal and written communication skills
• Ability to learn quickly and maintain high-performance level in a fast-paced environment
• Highly organized and detail-oriented self-starter with strong time-management skills, capable of working both independently and collaboratively.
• Demonstrates exceptional interpersonal skills…