Client Services Representative

Job Title

Client Services Representative

Heart of the diamond district in mid-town Manhattan, New York. Onsite role, 5 days a week, Monday - Friday, 9:00 a.m.

- 5:30 p.m. EST.

Manage client accounts; responsible for overall workflow to complete services for assigned clients. Provide consultations to address clients’ gemological inquiries that are routine but less technical in nature.

• Influence production and shipping schedules when there are delays or issues.
• Resolve routine problems (e.g., delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response.
• Coordinate with other departments to resolve issues to ensure client satisfaction.
• Handle intake window as needed.
• Perform other duties as assigned by supervisor or as per business needs.
• Follow defined procedures/guidelines to perform job; complete tasks through application of detailed procedural knowledge of varied processes.
• Use judgement to select appropriate action from defined procedures; seek help from GSRs for complex technical questions.
• Suggest solutions for specific situations with guidance from management (e.g., account credits).

• Sound knowledge and application of MS Office (Excel, Word, PowerPoint).
• 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.
• Ability to apply specialized knowledge of the diamond grading and/or gemology function.
• Solid problem‑solving abilities: identify problems, fix or elevate as required; basic analytical thinking.
• Strong communication skills to answer clients clearly; ability to write routine reports and correspondence.
• Client‑service skills: retain clients by handling client queries and complaints professionally.
• Interpersonal skills: create positive interactions with clients; client orientation and adaptability.
• Patience: maintain professional image, be polite, tolerate stress especially in difficult interactions.
• Motivated, take initiative: identify opportunities for improvements in processes or efficiencies; cross‑trained in other functions.
• Actively communicate with others in a timely and professional manner; maintain positive collaborative working relationships.

• High School Diploma.
• 2+ years of related experience within GIA or minimum 6 months experience as a Level 1 or equivalent.
• Applied Jewelry Professional (AJP) GIA certification preferred.

• Competitive medical, dental, vision and matching 401‑K plans (no vesting required).
• Paid vacation, sick and holidays.
• Tuition assistance.
• Commuter benefits.

All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request.

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 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.