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Customer Service Rep-Jewelry Brand-REMOTE

Job title: Customer Service Rep-Jewelry Brand-REMOTE
Contract type: Full-time
Location: Los Angeles
Discipline:
Remote: No
Reference: 438875
Contact name: Arinne Averbach
Job Published: January 01, 1970

Job description

Our client, a well known Jewelry company, is looking for TWO Customer Service Reps to join their growing team!

This position will be responsible for ensuring unparalleled customer experience, and prompt problem resolution. The ideal candidate will have a background in direct-to-consumer or start-up environments, would describe themselves as intrinsically motivated, and is excited about helping and building relationships with customers every step of the way. 

Location- 100% REMOTE, open to other states as long as you can work on PST time
Shifts-7am PST OR 10:30am PST, you also MUST be able to do at least one weekend day or be open to weekends depending on shift!

Jewelry experience is a MUST!

What You Will Do:
•    Assist and respond to customers with a wide variety of needs via phone, chat, text and email
•    Retain a high level of knowledge and familiarity with VRAI’s designs, prices, product specifications, policies, warranties and more to communicate quickly and clearly to customers
•    Problem-solve seamlessly, autonomously and quickly, while maintaining a composed and caring demeanor
•    Be a trusted advisor and assist clients with jewelry selection, diamond education, jewelry care, and company policy (returns, upgrades, resizes, etc.)
•    Diligently track and communicate customer issues, concerns and recommendations within the CX platform
•    Pay close attention to the details and practice solution-based thinking
•    Grow and maintain customer relationships outside of resolving tickets
•    Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions
•    Manage repairs, returns, shipping investigations and made-to-order tracking
•    Embody and articulate VRAI’s brand values within all customer interactions

Who You Are:
•    Fine jewelry experience required
•    E-commerce or retail sales experience required
•    Customer service experience via phone required
•    Proven ability to close sales in a high-volume environment
•    Excellent written and verbal communication skills
Technologically savvy
Bachelor’s Degree preferred
•    Certified Gemologist from a reputable institution preferred
•    Direct to consumer experience a plus
•    Must be available weekends
•    Possess high emotional intelligence and practice empathy in all situations
•    Compassionate, patient and energetic
Resourceful, self-managed, detail-oriented and quick-thinking
•    Solution based thinker
•    Willing to go above and beyond for the customer and your team
•    Thrive in a fast-paced environment and be flexible

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