Job description
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.
Responsibilities
- Respond to customers 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 trackingUphold VRAI’s brand values in all customer interactions.
Requirements
- Fine jewelry experience required.
- Direct to Consumer; E-commerce or retail sales experience.
- Customer service experience via phone.
- Ability to close sales in high-volume settings.
- Strong written and verbal communication skills and fluent in English
- Tech-savvy.
- Bachelor’s Degree (preferred).Certified Gemologist (preferred).
- Weekend availability is a must.
Some plans may not be available pending global locations however other options may be presented.
VRAI is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor under federal, state or local law.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
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