Leader, Customer Experience at Restoration Hardware in Tracy, California

Job Description:

JOB DESCRIPTION
At RH we believe deeply that the \"right\" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined and won't take \"no\" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

As a Customer Experience Leader, you will be responsible for a variety of tasks, all of which play a key role in delighting our customers while building and maintaining customer loyalty. You must be able to lead, empower, coach and develop while helping associates to succeed and solve complex customer issues. You are responsible for achieving department service levels while constantly working to innovate and improve all processes and procedures. You must foster a culture of ownership, accountability and servant leadership.

RESPONSIBILITIES

• Live and breathe our Vision, Values and Beliefs and the Leadership Contract

• Create a luxury customer experience and lead teams to deliver the highest level of service to our clients

• Attract and retain the right talent

• Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals

• Learn and communicate the RH design point of view and product assortment

• Sets the pace and consistently exemplifies the RH lifestyle brand through communication, personal appearance, and professionalism

• Drive and embrace change to deliver top results with a positive attitude

• Establish close relationships with cross-functional partners to continually drive solutions that result in heightened customer experiences

• Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including the development of operational improvements

• Drive customer satisfaction and revenue through elevated product knowledge and unparalleled service

• A keen understanding of luxury needs and expectations

• Meet or exceed goals

REQUIREMENTS

• Strong interpersonal skills

• Strategic and mental agility

• Results-driven

• Learns from opportunities, seeks constructive feedback from colleagues and leadership to improve results

• High energy, ability to energize others

• Smart, creative and has a point of view

• Passion for Service

• More concerned with what's right, rather than who's right

• Fosters a positive and healthy work environment in which people want to perform their best

• Commitment to quality, detail focused on all levels

• Delivers first-class service to our associates and clients

• Ability to work a flexible schedule: including some weekends, evenings, and key event days

• Strong multi-tasker

• Works well under pressure

• Extremely perceptive individual, capable of relating to individuals at all levels

EXPERIENCE

• 3+ years of customer service or call center experience; 2+ years of leadership experience in customer service preferred

• Proficiency with Mac or Dell Operating Systems, excellent knowledge of PC applications and order management software

BENEFITS

• Great benefits package with premier medical, dental and vision partners

• Rewarding paid time-off plans, including vacation, sick time, personal days, company holidays and more

• Substantial associate discount

• Access to all RH Members Program benefits, including complimentary design services

• High-value discounts with respected national vendors, partners and retailers

• Generous Referral Bonus Program to reward associates for recruiting top talent

ABOUT US
RH is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

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