Client Services Representative

GIA (Gemological Institute of America)•New York, NY

10d•Onsite

About The Position

GIA is a global organization and the world's foremost authority in gemology, with headquarters in Carlsbad, CA. This onsite role is located in mid-town Manhattan, New York, within the diamond district. The position operates Monday through Friday, from 9:00 a.m. to 5:30 p.m. EST. GIA fosters an environment of autonomy, performance, and passion, with extensive collaboration across departments to provide high-quality service to internal staff, stakeholders, and the organization. The company values initiative, cross-functional cooperation, and a commitment to excellence. GIA offers competitive health, dental, vision, and matching 401-K plans (with no vesting required), along with paid vacation, sick time, holidays, tuition assistance, and commuter benefits. This role is crucial for managing client accounts and overseeing the workflow for assigned clients, including providing consultations on routine gemological inquiries.

Requirements

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 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.
Typically require High School Diploma.
2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.

Nice To Haves

Applied Jewelry Professional (AJP) GIA certification preferred.

Responsibilities

Manage client accounts and 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.
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, coordinating with others to expedite solutions as needed.
Coordinate with other departments to resolve issues and ensure client satisfaction.
Handle the intake window as needed.
Perform other duties as assigned by the supervisor or as per business needs.