Customer Service Representative

Customer Service Representative Overview

• The Customer Service Representative role supports a high-volume call center environment, delivering exceptional service aligned with luxury brand standards.
• Engage with customers and jewelers via phone and written communication, ensuring professional and empathetic interactions.
• Navigate multiple systems and processes to provide accurate information and solutions efficiently.
• Benefit from a structured training program and flexible work arrangements, including limited work-from-home days.
• Contribute to a collaborative team environment while meeting individual productivity and quality metrics.
• Access comprehensive health benefits, profit-sharing plans, and generous paid time off policies.
• Develop product knowledge, including current, historical, and new models, to enhance customer interactions.
• Participate in a structured interview process, including virtual and onsite assessments, to ensure role alignment.

Customer Service Representative Key Responsibilities & Duties

• Handle inbound customer and jeweler inquiries via phone and written communication with professionalism and empathy.
• Enter and maintain accurate information within the ERP system to ensure seamless operations.
• Process customer payments and review service estimates, providing clear explanations as needed.
• Respond to internal inquiries and route communications to appropriate departments efficiently.
• Demonstrate product knowledge to assist customers effectively and maintain high service standards.
• Meet or exceed individual productivity and quality metrics while adhering to established procedures.
• Participate in administrative tasks and contribute to team-oriented projects as assigned.
• Maintain an acceptable first-call resolution rate and continuously seek ways to improve service delivery.

Customer Service Representative Job Requirements

• High School Diploma required; Associate of Arts degree preferred.
• 1-4 years of customer service experience, with entry-level candidates encouraged to apply.
• Proficiency in ERP systems and basic Microsoft Office Suite applications.
• Strong verbal and written communication skills with attention to detail and professionalism.
• Ability to multitask effectively, managing phone interactions and system navigation simultaneously.
• Team-oriented mindset with emotional intelligence and problem-solving abilities.
• Availability to work on-site with limited work-from-home flexibility based on performance.
• Commitment to reliability, punctuality, and delivering high-end customer service experiences.