Client Services Representative

Gemological Institute of America•New York, NY

8d•Onsite

About The Position

The Job Title: Client Services Representative The Company: GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA.It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment. C lick here to learn more about GIA! The Location : This position is located in the heart of the diamond district in mid-town Manhattan, New York . This is on onsite role, 5 days a week, Monday - Friday, with working hours from 9:00 a.m. - 5:30 p.m. EST. The Culture: 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. What to expect: We offer competitive medical, dental, vision and matching 401-K plans (no vesting required) Paid vacation, sick and holidays, tuition assistance, commuter benefits Job Summary: Manage client accounts; 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.

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

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 (coordinates with others to expedite solutions as needed)
Coordinate with other departments to resolve issues to ensure client satisfaction
Handle intake window as needed
Perform other duties as assigned by the supervisor or as per business needs