Description
At Louis Vuitton, every client interaction should reflect the excellence, care, and craftsmanship that define our Maison. We are seeking a calm, highly skilled, and solutions-driven Resolution Advisor to join our Client Services team.
This role is responsible for managing complex client escalations, including sensitive service recovery cases and formal external complaint channels. The Resolution Advisor serves as a trusted brand representative in high-stakes situations, using sound judgment, empathy, and strong written and verbal communication to resolve issues in a way that protects both the client experience and the Maison.
Reporting to the Digital Resolutions Manager, this individual will play a critical role in de-escalating concerns, driving fair and consistent outcomes, identifying risk and trend patterns, and partnering cross-functional to improve the overall client journey.
As a Louis Vuitton Resolution Advisor, your key responsibilities will include:
Escalation Management: Manage complex and high-visibility client escalations across channels, including executive-level complaints and sensitive service recovery cases. Review case history thoroughly, assess risk, and determine appropriate resolutions aligned with Louis Vuitton standards and policies.
De-escalation and Resolution: Take ownership of sensitive client situations with professionalism, empathy, and composure. Work to de-escalate concerns, resolve issues efficiently, and deliver the best possible outcome while balancing client satisfaction, business needs, and brand integrity.
Written Response and Case Handling: Draft clear, thoughtful, and brand-appropriate written communications for escalated cases, including responses tied to formal external complaint channels. Ensure all case details, decisions, and follow-up actions are accurately documented.
Judgment and Policy Application: Apply strong decision-making and discretion when evaluating exceptions, determining next steps, and navigating complex scenarios. Partner with internal stakeholders as needed to ensure resolutions are consistent, fair, and well supported.
Cross-Functional Collaboration: Work closely with internal partners across client services, retail, digital, logistics, repairs, and leadership teams to investigate issues, align on next steps, and remove barriers to resolution.
Trend Identification and Feedback: Identify recurring issues, escalation drivers, and service gaps. Share insights with leadership to support coaching, process improvement, and a stronger end-to-end client experience.
Operational Excellence: Maintain accurate case records, support audits and reporting, participate in calibration sessions, and contribute to team goals through strong organization, accountability, and attention to detail.
This opportunity is ideal for someone who is experienced in handling escalated client issues, confident navigating difficult conversations, and comfortable making thoughtful decisions in a fast-paced environment. This position is based in Irving, Texas.
The ideal candidate will offer:
Escalation Experience: Experience managing escalated customer or client concerns, ideally in a luxury, retail, hospitality, e-commerce, or high-touch service environment. Experience handling formal complaint channels or executive escalations is strongly preferred.
De-escalation Skills: Proven ability to remain calm under pressure, manage emotionally charged situations, and turn difficult interactions into constructive outcomes.
Communication Skills: Excellent verbal and written communication skills, with the ability to craft polished, empathetic, and professional responses in sensitive situations.
Judgment and Accountability: Strong critical thinking and decision-making skills, with the ability to assess case nuance, apply policy appropriately, and make sound recommendations with limited supervision.
Interpersonal Effectiveness: High emotional intelligence, patience, discretion, and professionalism, with the ability to collaborate effectively across teams and levels of the organization.
Operational and Technical Strength: Strong attention to detail and comfort working across multiple systems, case management tools, and documentation platforms. Ability to maintain accurate records and manage multiple priorities at once.
Business and Brand Acumen: Ability to balance client recovery with business priorities, policy adherence, and protection of the Louis Vuitton brand experience.
Louis Vuitton respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives that support professional equality for all and are committed to building an inclusive workforce through meaningful, lasting action.
The selected candidate will be offered a starting rate of $23 per hour in addition to a comprehensive benefits package that includes medical, dental, and vision coverage; short- and long-term disability; paid time off programs; employee discounts and perks; and two employer-contributed retirement plans.
