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Customer Service / Sales By Phone


Marketing & Communication

Part Time


1099 Work From Home

About the Role

Capabilities of Top Performing Service Partners for this Program
What to Expect:
Service Partners will perform the following for the program:
• Delivering an elevated, modern luxury experience on incoming calls from
Coach Customers.
• Responsibilities include supporting customers who contact Coach for
reasons such as:
• Placing an order
• Checking an order status
• Inquiring about a repair
• Seeking product information/recommendations
• Resolving an issue
• Soft sales are required
This program has the potential to move to a digital customer response channel –
email, chats, and SMS - with the potential for greater service revenue.
• Respond to incoming contacts from customers in a professional and efficient manner.
• Maintain knowledge and ability to articulate the Coach brand, products, policies, and
procedures effectively.
• Drive sales by offering to place orders and suggest complementary items based on
customer needs and preferences.
• Mitigate customer escalations through effective decision-making and problem-solving
• Leverage multiple systems and tools to handle customer contacts effectively.
• Simultaneously handle multiple tasks including contact handling and data processing.
• Passion for working within a group environment that delivers exceptional customer
• Demonstrated customer service skills, preferably in a retail and/or contact center
• Effective decision-making, problem-solving, and follow-up skills.
• Excellent verbal and written business communication skills.
• Ability to multi-task in a fast-paced environment and handle shifting priorities.
• Strong attention to detail.
• Intermediate computer skills, including proficiency in Windows navigation and MS
• Luxury retail experience


Additional Client Program Technology Standards:

• A USB VoIP Headset is required in certification and while servicing

• Minimum 8 GB RAM required

• MUST maintain the most recent version of Windows 10 or 11 (fully patched with no pending updates)

• Noise Cancelling Headset 

• OS, hardware, network

• i5 (or equivalent), i7 recommended

• Current OS patches (last 15 days)

• Anti-malware solution with current definitions (15 days)

• Active firewall 

• Global Protect 5.0.2

Certification Completion Criteria

~ Complete pre-course work prior to day 1 of class (if applicable)

• Successfully pass live certification call-taking days (if applicable)

• 100% completion of daily self-paced work

• 80% or greater on assessments, mid-term and final assessments

• Participate in all call-taking days as indicated above

• Achieve an 85%+ QA Score on scored live certification calls

• Success Strategies for Certification

• Success Strategies for Production

• Complete the Affidavit of Identification

• All learners must complete the Service Partner Security Awareness self-paced course and score 85% or higher on the assessment before the last day of class in order to be certified


$12.00 hr. /



About the Client | Coach | Tapestry
Tapestry is a leading global house of brands. They unite the magic of Coach, Kate Spade New York, and Stuart Weitzman. They build on their world-class capabilities, deliver boldly on their corporate responsibility goals, and leverage their strengths, from financial power to digital expertise. All of this is in the service of
developing their people, growing their brands, and better serving their customers and communities.

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