Client Services Specialist-2

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, and they are seeking a Senior Client Services Specialist. This role involves handling escalated client contacts, providing training, and supporting team management while ensuring adherence to company policies and procedures. Responsibilities Responds to customers in an efficient, friendly, and professional manner over the phone, email, social media, or messaging channels Handles escalated client contacts when needed Demonstrate and uphold department and company policies and procedures Provides light coaching opportunities as needed Monitors email and phone queue to ensure agents are adhering to breaks and out of queue thresholds Assists department leadership in monitoring team Displays a positive attitude and work with integrity Act as a leader amongst peers Executes projects assigned by department Managers/Directors as needed Skills High school diploma or GED; six months to one year related experience and/or training; or equivalent combination of education and experience Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals Ability to write routine reports and correspondence Ability to speak effectively before groups of customers or employees of organization. Additional language a plus Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's Ability to perform these operations using units of American money and weight measurement, volume, and distance Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions Ability to deal with problems involving a few concrete variables in standardized situations To perform this job successfully, an individual should have knowledge of: Order processing systems; Microsoft Word Processing software; and Google and Zendesk Internet software Customer service in a luxury fashion environment preferred Familiar with Google Suite preferred Benefits Employee Stock Purchase Plan 401K with Company Match Medical, Dental & Vision Insurance Paid parental leave 9 Paid Company Holidays 18 Paid Time Off (PTO) Days (PTO starts accruing on first day of work) Company Overview The RealReal is an online marketplace for authenticated and consigned luxury goods. It was founded in 2011, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship The RealReal has a track record of offering H1B sponsorships, with 5 in 2025, 10 in 2024, 10 in 2023, 14 in 2022, 8 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.