Customer Service Associate/ Senior Customer Service Associate

Overview

We are looking for customer service professionals who can excel at giving our guests a 5-star experience. The level of customer service we provide at Shane Co. is exceptional and our Customer Service Associates are critical to the success of the stores. We are looking for individuals with at least one year of high-level customer service experience in a face-to-face environment who can take initiative and understand our customers’ needs. If you have experience working closely with customers and providing tailored solutions that exceed expectations, we would love to hear from you! No former jewelry experience is required, and we will provide you with the training you need to demonstrate an in-depth knowledge of our merchandise, represent our brand, and create brilliant and memorable experiences for each of our customers. You’ll be joining a team where your contributions make a difference!

Responsibilities

As a Shane Co. Customer Service Associate You Will…

• Assist with front and back of house operations, understanding the basic functionalities in the shop, Customer Service, and Operations departments.
• Support Floor Sales activities
• Uphold merchandising standards, and assist in maintaining an accurate inventory of all merchandise
• Act as the last point of contact with our in-store customers, making sure their purchased merchandise is presentable and all questions have been addressed
• Partner with Bench Jewelers to assist customers with repairs and warranty work

Qualifications

• A minimum of 1 year of experience providing a high level of customer service in a face-to-face environment is preferred (a minimum of 2 years of customer service in a face-to-face environment is required, with 6 months or more in a leadership or advanced customer service role preferred for Senior CSA). Prior experience with jewelry is neither relevant nor required… we will teach you!  
• We are available to our customers when they need us so evening and weekend availability is a must. (Though unlike most retailers, we are closed on major holidays!) 
• Excellent communication and interpersonal skills. 
• Demonstrated attention to detail and accuracy. 
• Comfortable with technology and comfortable learning new systems and processes. 
• Demonstrated ability with math (addition, subtraction, multiplication, and division) as well as cash handling. 
• Great ability to provide and receive feedback from peers, supervisors, and customers and adapt behavior with coaching. 
• Genuine enjoyment in providing great service. 
• Organizational excellence and ability to manage deadlines, multitask, and prioritize effectively. 
• Excellence in written and spoken English is required; you will communicate with our customers and home office team members in writing as well as face to face. Minimum of a high school diploma or equivalent is required. 

Behavioral Characteristics

People-focused, communicative, and team-oriented individuals will see the most success in this role. Strong communication, patience, and resourcefulness are imperative for this role, as are organizational skills and attention to detail. Successful candidates for this role also find fulfillment in areas such as following procedures, working closely with others, and working on a variety of tasks throughout the day. A focus on task-management is required, along with the ability to focus on people and relationships.

Why Work for Shane Co.?

Shane Co. is a family-owned business and everyone who works in our organization is part of the family. This family point of view is exactly why we want to take care of you AND your family. 

Base Pay range for this role is $25 to $28 for Customer Service Associate and $26 to $29 for Senior Customer Service Associate, which applies to this specific role in this location only.  

• Your placement in the range is determined through interviews, a review of experience, knowledge, skills, balanced pay with other team members and alignment with geographic market data.  While we target most new hire offers toward the lower end of the listed range, more demonstrated sales experience, knowledge, and skills may result in a higher starting rate. Average performance will earn a moderate increase each year, while high performers can earn a very generous annual increase.  Once you join us, we pay for performance and there is no ceiling to your base pay rate over time.   

Beyond Base Pay: Base pay is just one component of our total rewards package. In addition, we include: 

• • Participation in a team bonus that can range from zero to $150 each week for every member of the store team including the management team.   
  • There is an opportunity to earn an individual sales performance bonus based on your participation in both team and individual sales that bring the perfect item to our guests. This program is open to every role in store, though those with a primary job focused on sales are much more likely to achieve it.  
  • Management team members have an opportunity for an additional quarterly bonus based on the year-over-year total store sales achieved by the whole team.  The amount of the opportunity varies by role.  

Beyond pay:  

• We are committed to investing in your overall, holistic wellbeing and that of anyone who depends on you.  Our benefits and perks include: 
  • Competitive medical, dental, and vision coverage. 
  • Competitive 401(k) plan with company match. 
  • Paid vacation time, sick time, holidays, volunteer time, and of course things like bereavement time (including for pets). 
  • Protection if you are away from work in many circumstances, such as our company paid extended illness bank, optional long-term disability, and company paid life insurance. 
  • Parental benefits including paid parental leave, fertility benefits, and child and adult care Flexible Spending Accounts. 
  • Employee Affinity Groups with focus on things like parenting, LGBTQ , and Grief and Loss. 
• Though weekend and evening availability is required, we are closed when most retailers are open (with 7 paid holidays each year for most staff), and our hours are much more enjoyable than many retailers. (Monday to Wednesday 10 AM to 7 PM, Thursday to Friday, 10 AM to 8 PM, Saturday 10 AM to 6 PM and Sunday noon to 5 PM are the hours we are open to customers.)
• We offer dedicated training specific to your role in our company. 
• We are committed to career growth, whether that means doing your very best and growing in your same role over time or development and growth into a new role.  We offer training toward advancement, specifically in the area of management and leadership for all levels.  With stores in multiple markets, moving with the company is also possible.  
• While it is not necessary to be promoted here to be considered very successful, the majority of our management positions in our stores are filled from within and we are very proud to offer ongoing coaching and training towards that end.
• We offer internal learning that covers both career and personal topics, from skills like excel to photography. This is self-paced learning and available to all employees. 

Employer will not sponsor visa or work authorization.

Salary : $150