Customer Relations Specialist

2 weeks ago


New York, New York, United States Gemological Institute of America Full time
Position Title: Customer Relations Specialist

Company Overview:
The Gemological Institute of America (GIA) is recognized globally as the leading authority in gemology. Our New York office is situated in a vibrant area, housing a significant portion of our workforce dedicated to excellence in gemological services.

Work Environment:
This role is based in New York, NY, and requires full-time on-site presence from Monday to Friday.

Role Summary:
As a Customer Relations Specialist, you will be responsible for managing direct interactions with clients, ensuring the smooth processing of services and the return of gemstones. Your primary duties will include:
  • Providing face-to-face and telephonic support to clients.
  • Understanding and communicating the full range of GIA services.
  • Delivering outstanding customer service and support.

Key Responsibilities:
  • Engage with clients to assist them with their gemstone submissions.
  • Maintain a comprehensive understanding of service protocols, pricing, and turnaround times.
  • Facilitate the intake and return process for clients, ensuring accurate organization of gemstones.
  • Guide clients in utilizing online self-service tools for account management.
  • Address client inquiries promptly and accurately, whether via phone or email.
  • Collaborate with various departments to resolve client issues and enhance satisfaction.

Required Skills and Competencies:
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
  • Familiarity with GIA proprietary systems.
  • Strong problem-solving and analytical skills.
  • Excellent communication abilities, both verbal and written.
  • Client-focused mindset with the ability to handle inquiries professionally.
  • Ability to work collaboratively in a team-oriented environment.

Education and Experience:
A high school diploma is required, along with a minimum of two years of relevant experience. Additional qualifications in gemology are preferred.

Physical Requirements:
This position may require standing, walking, and the ability to lift items up to 25 pounds. The work environment is typically moderate in noise level.

Why Join Us?
We offer a competitive benefits package, opportunities for professional development, and the chance to be part of a globally recognized non-profit organization dedicated to gemological excellence.


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