Job Description
The Stylist Success Specialist position will help J.Hilburn Stylists feel confident and equipped to provide 5 star concierge service to their Clients and grow their business while also ensuring that the Stylist feels valued by the company.
Core Accountabilities and Responsibilities
5-star Concierge Service
- Concierge service mentality: Demonstrate a relentless commitment to supporting Stylist business success with a proactive, solutions-first approach.
- Multi-channel responsiveness: Deliver timely, white-glove service via phone, email, live chat, and text channels to support Stylist and Client inquiries.
- Fit and product support: Provide guidance and advice on product fit, design, and ordering to support Stylist expertise and Client satisfaction.
- Problem resolution: Troubleshoot complex issues with persistence and professionalism, ensuring complete and satisfying resolution for the Stylist.
Stylist Partnership Development
- Business partnership mindset : Build authentic relationships with Stylists and act as a trusted partner in their business growth.
- Proactive outreach: Identify opportunities to check in with Stylists, support onboarding or transitions, and proactively offer help without being asked.
- Insight sharing: Surface useful trends or recurring challenges to company leadership to improve systems and drive service enhancements.
- Advocacy and follow-through: Ensure the Stylists will feel seen, heard, and supported by owning their issue from start to finish.
Knowledge and Process Execution
- Policy and procedure fluency: Continously learn knowledge of J.Hilburn processes, programs, and systems accurately in daily support.
- Knowledge base utilization : Reference and contribute to the internal knowledge base to support continuous service quality improvement.
- Process adherence: Follow standard operating procedures to ensure consistency and professionalism in every interaction.
- Documentation and ticketing: Accurately record service requests, updates, and resolutions in the appropriate systems.
Cross-functional Collaboration
- Stylist Success Team Collaboration: Communicate openly and respectfully with peers, sharing knowledge and supporting group success.
- Cross-functional Team Collaboration: Collaborate respectfully and effectively with other departments to align on solutions, share insights, and support Stylist-facing initiatives.
Required Knowledge, Skills, and Abilities
- Delivering support across multiple channels (phone, email, chat, sms) in a fast-paced
- Strong problem-solving, communication, and relationship management skills.
- Strong proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM systems (e.g., Zendesk, Salesforce, Freshdesk).
- Ability to resolve complex service issues with a high level of professionalism, persistence, and empathy.
- Providing fit and product advice, ideally within apparel, tailoring, or styling environment.
- Proven record of adaptability and resilience while thriving in a fast-paced environment by staying composed, flexible, and ready to take initiative.
- Working with independent contractors, business owners, or Stylists, offering tools, guidance, and support to help grow their business.
Required Education and Experience
- Bachelor’s degree in Fashion Merchandising, Business, Communication, or a related field preferred.
- 5+ years of customer service or sales experience, preferably in high-end retail client-facing, apparel/fashion, e-commerce, or concierge services.
- Familiarity with interpreting and navigating backend order systems, customer profiles, and inventory tools.
- Familiarity with building successful rapport and loyalty with clients.
- Proven record of adaptability and resilience while thriving in a fast-paced environment by staying composed, flexible, and ready to take initiative.
- Familiarity with CRM systems, ticketing platforms, or customer support software (e.g., Zendesk, Salesforce, Freshdesk, etc.).
Travel
- There is minimal anticipated travel required for this position.
- Annual and Semi-Annual Company Conferences, usually in the DFW area
This is an ONSITE position 4 days/week, Monday through Thursday, Fridays are remote and occasionally on the weekend.
Job Tags
For contractors, Work at office, Remote work, Monday to Friday, Monday to Thursday, Flexible hours, Weekend work,