Client Services Representative

Gemological Institute of America • New York, NY

3d • Onsite

About The Position

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

• AJP 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

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