Service Consultant - Wynn Las Vegas

Summary

Provide exceptional aftercare client service by coordinating, prioritizing, and following up on service orders for luxury timepieces. Ensure quality control of repairs and maintain the organization and efficiency of the Aftercare area while supporting revenue generation through upselling and special-order services. Act as the primary point of contact for clients and service centers to manage the end-to-end repairs process.

Responsibilities

• Coordinate and prioritize service orders, track repair status, and communicate updates to clients and staff.
• Measure wrists, change straps, and size bracelets; prepare and wrap timepieces for protection and shipping.
• Manage spare parts catalog, toolkits, and perform monthly and weekly audits of tools and repairs.
• Perform client outreach and follow-up to ensure satisfaction and promote additional aftercare services.
• Utilize upselling and cross-selling techniques to generate aftercare and special-order revenue.
• Maintain compliance with PCI, audit policies, and collaborate with boutiques and service centers to streamline workflows.

Requirements

• Experience working with luxury watches and technical knowledge of timepieces.
• Ability to change straps and size bracelets and perform basic watch handling tasks.
• Strong communication, interpersonal, and client-service skills.
• IT literate and highly numerate with the ability to analyze performance metrics.
• Knowledge of retail law, health & safety, and security requirements relevant to the role.
• Ability to work a flexible schedule including nights, weekends, and holidays and to stand for extended periods.