Online Customer Service Coordinator (Retail - Soho Home & Cowshed)

Who We Are…

We are a collection of members' clubs, restaurants, hotels, workspaces and cinemas, catering to those in the film, media, fashion and creative industries. The company has unique ventures throughout the UK, USA, Canada, Europe and Asia, with new openings planned globally. Soho House is a space for its diverse membership and teams to connect, grow, have fun and make an impact.

The Role…

We are looking for a reliable, experienced, committed and personable customer care representative to join our global Soho Support Team, based in our New York Support Office.

Main Duties...

• The resolution of customer issues and complaints, including consistent follow up and escalation where necessary.
• Provide excellent product knowledge by maintaining a keen interest and understanding of all product lines.
• Assisting the New York and LA Stores via internal communication channels.
• Adhering to set KPIs both team wide and personal.
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
• To effectively handle all incoming calls and email enquiries for Soho House Retail (Soho Home, Soho Skin & Cowshed), converting enquiries to sales by displaying excellent product knowledge.
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Processing orders, deliveries and returns for Soho House Retail.
• Liaising with internal and external departments in order to respond effectively to any customer enquiry.

Requirements / Qualifications...

• Previous experience with ecommerce systems (D3R) is preferred, however full training will be provided to the successful candidate
• A team player who enjoys a challenge
• An understanding of retail ecommerce along with operations and logistics
• The ability to confidently communicate in both spoken and written English
• Problem solving skills and the ability to manage complaints efficiently
• An excellent communicator through telephone and email
• Previous experience of working with call center solutions and email ticketing systems
• Can work independently and confident to manage your own time and workload
• Previous experience of working with Salesforce
• Good attention to detail and administration skills
• Adaptable and willing to go the extra mile for members and customers
• Previous experience of working with high profile/VIP guests
• Excellent time management skills with the ability to prioritise tasks and meet deadlines
• Proven ability to successfully handle high volumes of calls/emails

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically

In accordance with New York law, the salary range for this role if filled within New York is listed below. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

Pay Range

$20—$23 USD

Opportunities for all…

Soho House was created to bring diverse communities of people together, and we take the same approach when building our teams. We thrive on differences and believe it is critical to our success as a global company. Soho House is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.