Working at GIA With a reach that spans the globe — GIA is a nonprofit institute dedicated to ensuring the public trust in gems and jewelry through cutting edge gemological research and rigorous education programs. We have shaped the gem industry, protected millions of consumers and taught generations of jewelers and gemologists all over the world since 1931. Comprising over 3,000 employees in 13 countries, GIA is a place of diversity, innovation, creativity and engagement. Whether you are passionate about science, history, design, education, IT or a corporate career, GIA has a place for you. Join one of the world’s most colorful and brilliant industries with an organization that serves the public good by bringing knowledge and objectivity to gems and jewelry. What GIA Does Research that deepens the world’s understanding of gems and jewelry manufacturing and shares these findings with academia, the industry, and the gem-buying public Education that builds careers and enhances the knowledge and integrity of the gem and jewelry industry Standard setting that protects those who buy gems by ensuring the qualities of gems and jewelry are objectively and consistently described Laboratory services that provide an unbiased and scientific assessment of gem quality Employee Benefits GIA offers competitive salaries and exceptional benefits as well as training opportunities to employees all over the globe. An Equal Opportunity Employer All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request. Crime Statistics (For U.S. Only) In accordance with the Jeanne Clery Act, GIA's current annual crime statistics are available at: Clery Report: Annual Disclosure of Campus Security Policies and Crime Statistics Job Summary: Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature. Pay Range: $20-25/hr. ESSENTIAL DUTIES AND RESPONSIBILITIES Monitor client accounts to ensure services are completed in a timely manner Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems Influence production and shipping schedules when there are delays/issues Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed) Coordinate with other departments to resolve issues to ensure client satisfaction Handle intake window as needed Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions Ability to suggest solutions for specific situations with guidance from management (e.g. account credits) GIA reputation is impacted if clients receive inaccurate information/services Perform other duties as assigned by the supervisor or as per business needs SUPERVISORY RESPONSIBILITIES Work under general supervision with instructions on day-to-day tasks TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities) Ability to apply specialized knowledge of the diamond grading and/or gemology function Sound knowledge and application of MS Office (Excel, Word, PowerPoint) Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers EDUCATION AND EXPERIENCE High School Diploma 2 years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent. AJP preferred Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.) Sound knowledge of key GIA people and their roles in production functions Proficiency in functional department Standard Operating Procedures Proficiency in Lab production workflows Thorough understanding of GIA policies and procedures PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable) While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. This position requires the repetitive use of hands in some duties (i.e., in packet assembly, scanning, and report folding and collation). The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.