Customer Service Specialist

Job Title: Customer Service Specialist

Location: Omaha

Reports to: Store Manager

Schedule Monday through Friday: 9am - 5pm

Salary varies depending on experience: $17-$20 Hourly

Position Summary: Gunderson’s Jewelers is seeking a highly organized and customer-focused Service Professional to join our team. This role serves as the vital liaison between our sales professionals, master jewelers, watchmakers, and valued customers. The Service Professional ensures seamless communication, provides accurate service estimates, and delivers exceptional customer experience while maintaining detailed records of all customer interactions.

Essential Functions:

Manage repair work flow

• Run and monitor repair station lists daily
• Monitor due dates and inform customers of progress
• Work with in-house repair technicians to maximize their output and ability to meet due dates
• Monitor due dates of jobs sent to third-party vendors and work with them to ensure client expectations are met – Develop new vendor relationships as needed

Manage repair pricing

• Amend suggested repair prices as needed
• Maintain current suggested pricing lists by third-party vendors

Receive and control repair inventory

• Receive incoming repair inventory
• Participate in physical inventory

Take in repairs – jewelry, watches, other items

• Correctly inspect and identify items taken in
• Explain and show the customer what repairs are needed, and explain the best option to repair
• Clearly document information disclosed to the customer, including broken stones, possible repair limitations, etc.
• Complete all applicable fields in the Repair System, including description, condition, value, and service required
• Estimate and secure pre-approval for services at the time the item is taken in, and communicate expectations to the customer
• Route the item to the appropriate technician for further review
• Pass along recommended changes from the technician to the customer
• Follow through with the technician to ensure dates don’t slip
• Perform quality control on completed repairs
• Contact the customer when the repair is finished
• Ring up the transaction

Clean and check customer jewelry and watches while they wait

• Check items for damage
• Recommend service when damage is identified
• Clean watches according to Gunderson’s standards
• Clean jewelry as appropriate according to Gunderson’s standards

Perform simple repairs, such as bracelet sizing, clasp tightening, polishing, while clients wait

Replace watch batteries and size watch bracelets

• Ring up appropriate transactions

Sell complementary products, such as watch straps, jewelry cleaner, polishing cloths, etc.

Assist sales staff by interacting with clients on the sales store, greeting customers, answering phone calls and questions, and accommodating the needs of clients

• Assist during sales presentations by offering refreshments, presentation tools, clean and checks, ringing up the sale, gift wrapping, etc.
• Assist in store set-up and tear-down
• Clean and organize counters
• Clean merchandise and organize displays
• Receive and transfer merchandise, print new tags, create stock repair jobs, etc.

Job Requirements:

• High school diploma or equivalent required
• Industry education and GIA coursework desired
• Retail industry experience desired
• Watch/jewelry repair experience desired
• Knowledge of precious metals; precious and semi-precious gems; common repair techniques desired
• Ability to recognize weak points in jewelry, chipped stones, etc.; diagnose common problems in watches desired
• Demonstrated ability to develop relationships with customers and co-workers required
• Ability to quickly learn new procedures and processes required
• Ability to work in a fast-paced, changing environment required
• Strong organizational and follow-through skills required
• Excellent communication and interpersonal skills required
• Strong problem-solving skills required
• High level of ownership, accountability and initiative in solving customer requests required
• High level of confidentiality required

Supervision of Others:

• No supervisory responsibilities

Effort:

• Daily lifting of up to 20 pounds required, with occasional lifting up to 50 pounds desired
• Ability to bend/stoop, squat, twist, reach, kneel and balance required
• Ability to concentrate on and accomplish a task or work despite distractions and interruptions required
• Ability to handle multiple tasks required
• Ability to work under time pressures created by due dates and deadlines required
• Ability to work with great precision with tiny objects required

Consequence of Error:

Errors in completion of position duties can result in customer dissatisfaction, which can directly or indirectly affect the entire company

Working Conditions:

This position is scheduled Monday through Friday for 40 hours per week. Flexible hours and overtime are required during holidays, inventory, and special events

The activities listed above are those anticipated as being necessary for performance of the duties of this position. Other non-essential functions may be assigned at the discretion of management.

Acknowledgment:

I have read and understand this job description and I am capable of performing the duties and requirements of this position.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Health insurance
• Paid time off

Shift:

• Day shift

Experience:

• Customer support: 2 years (Required)

Work Location: In person

Salary : $17 - $20