The Client Service Associate serves as the expert when taking in and delivering client repairs, interacting with customers to explain the repair process, and working hand-in-hand with sales professionals, introducing them to service clients who may be interested in making an additional purchase while in the store. The Client Service Associate must actively listen with compassion and speak with authority to both understand client needs and convey expertise.

This position is required to work nights, weekends, some holidays, and peak sales periods.

Responsibilities

• Take in client repairs and enter into Hamilton’s proprietary repair system.
• Communicate with clients to explain full range of options for service and repair, as well as process for repair and the type of work they can expect will be done.
• Utilize pre-set pricing guides to estimate repair costs at the point of take-in.
• Ensure proper processes are followed throughout the entire take-in interaction.
• Properly document client property, file appropriately, and update systems as needed.
• Utilize Hamilton Service Standards and communication skills when working with clients to ensure client satisfaction and exceeding of expectations.
• Ensure that any client service issues are handled utilizing all appropriate resources and in a timely fashion to guarantee complete client satisfaction.
• Satisfy customer requests for information or assistance in selection, service or concerns in a timely manner.
• Follow up with clients as-needed to inform them of repair status.
• Follow up with Hamilton team members as needed to check on status of repairs or provide updates so that everyone can remain informed of necessary information.
• Coordinate data entry, reports, appraisal information and follow-up to clients and vendors.
• Contact clients upon completion of their repair to inform them of status and schedule a pick-up or delivery.
• Work as a team with the sales professionals, service professionals, and management in the store to create the best possible experience for clients and coworkers.

Skills

• Basic computer proficiency and ability to learn proprietary back-end systems.
• Commitment to company standards and values.
• Ability to multi-task and to work with a diverse client base.
• Ability to stay composed and collected under pressure, or in client-facing situations.
• Excellent product knowledge, client service and problem resolution skills.
• Excellent verbal and written communication skills.
• Exceptional interpersonal communication skills through telephone, digital, and face-to-face mediums.
• Strong organizational skills.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Ability to work collectively with team members.
• Ability to handle and work with high value merchandise.

Education & Experience

• High school diploma or equivalent (GED) and 1 year of relevant experience. Equivalent combination of education and experience will be accepted.
• Experience in high-end jewelry or luxury environments.
• Experience in high-end client service roles.
• Education from the Gemological Institute of America (GIA) or other related degrees (e.g., AGS).

Physical Requirements

• Physical activity not limited to: reading, writing, walking, walking up and down stairs, standing, sitting, kneeling, lifting up to 25lbs.

Supervisory Responsibilities

• None