Senior Customer Service Representative

As a Customer Service Representative, you will be the first point of contact for our customers, providing exceptional service and support. Your primary focus will be on assisting customers with their engagement ring and custom jewelry inquiries, ensuring a seamless and delightful experience from start to finish. You will work closely with our sales and design teams to meet customer needs and exceed their expectations.

• Customer Support: Provide prompt, courteous, and knowledgeable assistance to customers via phone, email, live chat, and in-person interactions. Address inquiries about products, services, and order status.
• Engagement Ring Guidance: Offer expert advice and guidance to customers selecting engagement rings and natural and/or lab diamonds, including understanding their preferences, explaining diamond and metal options, and helping them make informed decisions.
• Custom Order Coordination: Assist customers with custom jewelry orders by understanding their design requirements, collaborating with our design team, and ensuring all details are accurately communicated and executed.
• Order Processing: Ensure accurate documentation and follow-up with customers throughout the order lifecycle.
• Product Knowledge: Maintain a thorough understanding of our product offerings, including gemstones, metals, and design options. Stay updated on industry trends and company promotions.
• Issue Resolution: Handle customer complaints and concerns with empathy and professionalism. Strive to resolve issues to the customer s satisfaction, escalating complex cases to the appropriate department if necessary.
• Sales Support: Assist the sales team with administrative tasks, such as preparing quotes, generating invoices, and tracking inventory levels.
• Follow-Up: Conduct post-purchase follow-ups to ensure customer satisfaction and gather feedback for continuous improvement.

• High school diploma or equivalent; a degree in a related field is a plus. GIA Graduate is a plus.
• Proven experience in customer service, preferably in the jewelry or luxury goods industry.
• Strong communication skills, both written and verbal.
• Excellent problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Passion for jewelry and an understanding of the emotional significance of engagement rings and custom pieces.
• Positive attitude, patience, and a commitment to providing exceptional customer experiences.