Job description
Job Summary:
Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature.
Pay Range:
$20-25/hr.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Monitor client accounts to ensure services are completed in a timely manner
- Work directly with clients to handle queries, add/change services, arrange shipments, and provide report results, billing information and service information as necessary
- Escalate client concerns to the appropriate person who can help resolve production, scheduling, shipping or invoicing problems
- Influence production and shipping schedules when there are delays/issues
- Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
- Coordinate with other departments to resolve issues to ensure client satisfaction
- Handle intake window as needed
- Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods
- Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions
- Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)
- GIA reputation is impacted if clients receive inaccurate information/services
- Perform other duties as assigned by the supervisor or as per business needs
SUPERVISORY RESPONSIBILITIES
Work under general supervision with instructions on day-to-day tasks
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
- Ability to apply specialized knowledge of the diamond grading and/or gemology function
- Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
- Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues
- Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
- Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
- Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
- Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
- Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas
- Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers
EDUCATION AND EXPERIENCE
- High School Diploma
- 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.
- AJP preferred
- Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
- Sound knowledge of key GIA people and their roles in production functions
- Proficiency in functional department Standard Operating Procedures
- Proficiency in Lab production workflows
- Thorough understanding of GIA policies and procedures
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
- While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.
- The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch.
- The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- This position requires the repetitive use of hands in some duties (i.e., in packet assembly, scanning, and report folding and collation).
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
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