SummaryAs a Customer Care Specialist on the Care and Service Team at David Yurman, you will play a crucial role in delivering exceptional customer service and supporting the brand's values. This position involves responding to customer inquiries about product care and repairs, ensuring a superior customer experience. The role is based in Lyndhurst, NJ, with two work-from-home days per month.
Responsibilities- Support and provide superior service to customers, addressing issues and ensuring long-term resolution.
- Provide timely and accurate information to customers regarding product status and knowledge requests.
- Collaborate with vendors and internal Service, Quality, and Repair teams.
- Process customer service requests and handle escalations according to company procedures.
- Build rapport with customers and interact in a warm, friendly, and professional manner.
- Ensure customers understand product information and provide additional information as needed.
- Suggest new ways to solve customer problems and improve the customer experience.
- Prioritize call responses and escalate unresolved issues in a timely manner.
- Promote additional products and services by recognizing opportunities to explain new features.
- Enhance organization reputation by accepting ownership for new and different requests.
Requirements- Experience in a similar role within a Contact Center or retail store with a strong service culture.
- Proven track record of exceptional customer service and teamwork.
- Experience in luxury or jewelry Care and Service, Aftersales, or Repairs preferred.
- Strong computer skills and proficiency in Microsoft Office.
- Passion for the jewelry industry and the David Yurman brand.
- Problem analysis and solving skills with good judgment.
- Strong organizational and planning skills.
- Detail and customer service oriented.
- Ability to thrive in a fast-paced, high-energy environment.
- Team-oriented with the ability to work with a diverse customer base.
- Excellent communication skills, both written and verbal.
- Flexible schedule availability desired.
- Strong customer focus and relationship-building skills.
- High level of professionalism and integrity.
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