Guest Experience Specialist

2 weeks ago

new york city, United States Effy Jewelry Full time

Effy Jewelry is a family-owned and operated business that has been crafting exquisite jewelry for over four decades. Founded by Effy Hematian, the brand has become synonymous with innovative design, superior craftsmanship, and unparalleled quality.


With a focus on innovation and creativity, Effy Jewelry has become a global leader in the fine jewelry industry. Its pieces can be found in major retailers and department stores worldwide, as well as a major Fine Jewelry name in the Maritime & Cruise industry with over 150 Land & Cruise Line based Stores.


Effy Jewelry is seeking an experienced and dynamic Guest Experience Specialist to support our customer service team. The ideal candidate will have 3-5 years of customer service experience, preferably within the retail industry, and a passion for delivering exceptional service. As the Guest Experience Specialist you will handle customer service inquiries including phone, email and special orders. Every day you will answer approximately 100 email tickets, 50 phone calls and answer 20 voicemails. You will see projects from start to completion in a fast-paced environment. You are extremely organized, communicate well and enjoy the daily challenges of helping customers. You will learn the ins and outs of the jewelry making process and be able to provide updates to customers and solve complicated and emotional issues along the way.


THIS IS A FULL-TIME ONSITE POSITION


Responsibilities

  • Answer all company calls and direct customers to specific departments
  • Perform in-person sizing appointments and pickups for repairs
  • Listen to customer concerns and comments and take initiative to improve customer loyalty
  • Contribute to the repair team and work with other departments as needed
  • Ensure timely repair completion and fulfillment: packing and shipping, returns
  • Advise purchases across all Effy Retail Stores
  • Be the customer’s point person for all questions concerning repairs, sizing, authenticity, sales, trunk shows, and their entire Effy experience


Requirements

  • Must be FLUENT in English
  • 3-5 years’ experience in a customer service capacity or call center.
  • Ability to learn products and being able to look up specific information on inventory for customers.
  • Must be able to remain calm and collected when others are unhappy
  • Proficient in Excel, Word
  • Experience with a company software is preferred
  • Excellent communication and interpersonal skills
  • BA or BS degree or equivalent
  • Ability to thrive in a fast-paced, high-volume environment while being proactive, motivated, dedicated, and able to take initiative.
  • Proven ability to work to strict deadlines.
  • Self-motivated and team oriented.
  • Ability to troubleshoot, be solution-oriented and take direction from the team.
  • Previous experience in the luxury jewelry or fashion industry is a plus


Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.

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