Repair Intake Specialist

As a leader in the jewelry industry, our mission is to create exceptional customer experiences in a culture of integrity and respect. We promise high-quality merchandise and brands, and as a recipient of the Best Places to Work in Indiana, we strive to provide a dynamic environment in which employees can thrive and grow.

Position Summary

The Repair Intake Specialist is an integral part of our client service team. This position is responsible for serving as the primary contact between the client and the repair departments to ensure every detail regarding any repair request is documented and communicated accurately. This position involves a great deal of client contact and requires strong attention to detail and outstanding organizational skills.

This position is also responsible for ongoing, seamless communication with the client regarding their repair status. This position will possess outstanding communication skills and provide sincere understanding and care to every client.

Key Responsibilities

• Work directly with clients to process incoming jewelry, watches, and other repair items.
• Maintain contact with clients throughout repair process and notify them when their repair is completed.
• Advise clients on all incoming jewelry and watch repairs and document key data including condition, features, item descriptions, etc.
• Work closely with outside vendors and manufacturers regarding jewelry that needs to be repaired by them.
• Ensure all items received are processed in a timely and accurate manner.
• Field incoming inquiries from clients via phone and email regarding repairs.
• Other duties as assigned by Manager.

• Minimum 2-3 years of luxury retail experience required; prior jewelry/watch sales or repair experience is highly desired.
• Must have outstanding client service background and ability to work within a fast-paced sales environment.
• Outstanding attention to detail and ability to work well within a team environment.
• High School Diploma or equivalent is required. Some college coursework is preferred.
• Communicates effectively and professionally, both written and verbal, with internal/external clients, vendors and all company personnel.
• Handles pressure well and can prioritize conflicting needs proactively while meeting deadlines effectively.
• Combines technical expertise with a strong attention to detail, commitment to craftmanship and a service mindset.
• Strong drive to exceed client expectations and deliver exceptional experiences, coupled with an appreciation for the sentimental value of jewelry.

This job operates in a professional office and retail sales environment. This role routinely uses standard office equipment such as computers, phones, and software systems.

While performing the duties of this job, the employee is regularly required to talk or listen. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Position may also involve sitting for extended periods of time, climbing stairs, and standing for extended periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Salary Range

The Repair Intake Specialist is $20-22/hour based on experience. This role has the opportunity for a productivity bonus.