Specialist Care And Service

Brobston Group - Lyndhurst, NJ

Full-time - Entry Level

Lyndhurst, NJ

About the position

The Customer Care Specialist at David Yurman will play a crucial role in delivering exceptional luxury customer service as part of the newly formed Care and Service Team. This position is responsible for addressing customer inquiries related to product care and service, ensuring a superior customer experience that aligns with the brand's values. The role involves collaboration with various teams and vendors, processing service requests, and enhancing customer satisfaction through effective problem resolution.

Responsibilities

• Support and provide superior service to customers; address customer issues and ensure effective and long-term problem resolution.
• Provide timely and accurate information to customers regarding status and product knowledge requests; also providing timely feedback to the company regarding trends.
• Collaborate with our vendors and internal Service and Quality teams.
• Process customer service requests and handle escalations according to company procedures and guidelines.
• Build rapport with customers and interact with them in a warm, friendly and professional manner.
• Ensure customers understand product information and provide additional information to customers as needed; listen attentively to customer needs and concerns.
• Suggest new ways to solve customer problems and improve the customer experience.
• Prioritize call responses and timeliness of follow-up based on urgency of call, and further escalate unresolved issues in a timely manner.
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests.
• Promote additional products and services by recognizing opportunities to explain new features.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.

Requirements

• Bachelor's degree or 1-2 years of experience in a similar role within a Contact Center or in a retail store with a strong service culture; luxury environment preferred.
• A proven track record of providing exceptional customer service and teamwork.
• Experience in luxury or jewelry Care and Service, Aftersales, or Repairs with direct customer communication is a plus.
• Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office.
• A strong passion for the jewelry industry and the David Yurman brand; strong interest in learning about our business and products.
• Problem analysis and solving skills, demonstrating good judgement.
• Strong organizational and planning skills.
• Detail and customer service oriented.
• The ideal candidate will thrive in a fast-paced, high-energy environment.
• Team oriented, ability to work with a diverse customer base and ability to negotiate.
• Excellent communication skills, both written and verbal.
• Flexible schedule availability desired.
• Strong customer focus and relationship-building skills.
• High level of professionalism and integrity.