Client Services Representative/Gemological Services Representative

Gemological Institute of America • Carlsbad, CA

27d • $20 - $40 • Onsite

About The Position

GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 600 of its 3,000 total employees worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment. Click here to learn more about GIA!
This position is located in Carlsbad, California at our corporate headquarters. This is an onsite position.
On-site cafe - affordable custom breakfast and lunch meals and Starbucks drinks!
Economic friendly services - electric vehicle charging stations on-site
Ergonomic assessments offered on-site and virtually
We foster an environment of autonomy, performance, and passion. Our team members collaborate extensively across various departments, providing high-quality service to internal staff, stakeholders, and the organization as a whole. We value initiative, cross-functional cooperation, and a commitment to excellence in all our endeavors.
We offer competitive medical, dental, vision and matching 401-K plans (no vesting required) Paid vacation, sick and holidays, tuition assistance, commuter benefits
Manage face-to-face and telephonic interactions with clients; responsible for overall workflow to accurately provide services and return stones to clients.
We are currently hiring for one position, which may be filled as either a Client Services Representative (CSR) or a Gemological Services Representative (GSR). Please review both job descriptions below. Your experience and qualifications will be used to determine the best fit between the two roles.
Client Services Representative: Manage the face-to-face and telephonic interactions with clients; responsible for overall workflow to accurately provide services and return stones to clients.
Job Summary: Perform intake and return for walk-in clients; be knowledgeable of all GIA services; and provide exceptional customer service.
Gemological Services Representative: Manage assigned Tier 1 – Tier 2 client accounts; be responsible for overall workflow to complete services for assigned clients. Provide technical consultations, as needed, to address clients' and public gemological inquiries.
Job Summary: Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide technical consultations, as needed, to address clients' gemological inquiries.

Requirements

• Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
• Proficiency in GIA proprietary systems (Spectrum, Salesforce, Searchlight, MyLaboratory, 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
• 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
• Apply in-depth knowledge of the Gemology function and GIA grading results
• Must have excellent communication skills - writing, face-to-face, phone, etc.
• Typically require High School Diploma and 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.

Nice To Haves

• AJP preferred.

Responsibilities

• Engage with clients and assist with appropriate services for stones being submitted
• Detailed knowledge of service requirements; fee schedule, rush services and return times
• Understanding of all new promotions and services
• Perform intake and return, sort and organize stones in accordance with procedures
• Train and engage clients to online self-service tools for account and stone management (MyLab & Client Portal)
• Facilitate the Pre-process stone cycle; send results
• Assist clients with questions from general phone queue or via email
• All client inquiries must be handled in a timely manner with quality and accuracy.
• Understand and communicate accounting requirements and limitations
• Assist clients with accepted methods of payments, invoices, statements, etc.
• 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
• Perform other duties as assigned by the supervisor or as per business needs
• Provide in-person technical gemological consultations to clients as needed (Hands-on. Showing inscription, showing the client an inclusion, etc.)
• Escalation point for CSRs and Sr. CSRs to provide technical verbal consultations/explanations of reports and/or comments.
• Manage Technical queue to ensure 2 hour SLA for initial contact
• Resolve technical/complex problems (e.g. damage, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
• Monitor client accounts to ensure services are completed in a timely manner
• Work directly with client to handle queries, add/change services, arrange shipments, discuss report results, etc.
• Train and mentor junior staff on technical subjects; recommend monthly learning “Clarity Sessions”
• Assist with system testing as required
• Complete ongoing education and stay on top of industry trends, GIA research and gemological information
• Stay up-to-date on new grading guidelines and changes to Searchlight for grading procedures

Benefits

• competitive medical, dental, vision and matching 401-K plans (no vesting required)
• Paid vacation, sick and holidays, tuition assistance, commuter benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED