Luxury Jewelry Care & Repair Specialist

Summary

Customer Care Specialist on the Care & Service (Repairs) team responsible for delivering a gold standard luxury customer experience. This onsite role (with two work-from-home days per month) is based in Lyndhurst, NJ and supports  and the retail store fleet. The specialist responds to customer inquiries about product care and repairs, manages service requests and escalations, and collaborates with internal teams and vendors to ensure timely resolutions.

• Respond to customer contacts regarding product care, service and repairs in a professional and timely manner.
• Provide accurate status updates and product knowledge to customers and report trends to the business.
• Process customer service requests and manage escalations per company procedures.
• Collaborate with vendors and internal Service, Quality and Repair teams to resolve issues.
• Build rapport with customers and deliver warm, customer‑focused interactions.
• Prioritize responses based on urgency and follow up to ensure long‑term resolution.
• Identify opportunities to explain additional products and services to customers.

• Experience in a contact center or retail store role with a strong service culture; luxury environment preferred.
• Experience with jewelry care, aftersales or repairs and direct customer communication is a plus.
• Strong computer skills and comfort navigating multiple systems; proficiency with Microsoft Office.
• Excellent written and verbal communication skills and strong customer focus.
• Demonstrated problem analysis, sound judgment, and attention to detail.
• Strong organizational and planning abilities and ability to work in a fast‑paced environment.
• Team oriented with flexibility in schedule and ability to work with a diverse customer base.