Specialist, Care and Service

David Yurman•Lyndhurst, NJ

7d•Hybrid

About The Position

David Yurman is currently seeking a Customer Care Specialist for our newly formed Care and Service (Repairs) Team. This role will help execute our vision of setting a gold standard in luxury customer service. Reporting to the Assistant Manager, Customer Care, this position is responsible for responding to customer contacts regarding product care and service (repairs) in a manner that reinforces our brand values and ensures a superior customer experience. The individual will be an active member of the team and support the policies and procedures for DavidYurman.com and the retail store fleet. The position is onsite with 2 work from home days per month and is located in Lyndhurst, NJ.

Requirements

Experience in a similar role within a Contact Center or in a retail store with a strong service culture; luxury environment preferred.
A proven track record of providing exceptional customer service and teamwork.
Experience in luxury or jewelry Care and Service, Aftersales, or Repairs with direct customer communication is a preferred.
Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
A strong passion for the jewelry industry and the David Yurman brand; strong interest in learning about our business and products
Problem analysis and solving skills, demonstrating good judgement.
Strong organizational and planning skills
Detail and customer service oriented.
The ideal candidate will thrive in a fast-paced, high-energy environment.
Team oriented, ability to work with a diverse customer base and ability to negotiate.
Excellent communication skills, both written and verbal
Flexible schedule availability desired.
Strong customer focus and relationship-building skills.
High level of professionalism and integrity.

Responsibilities

Support and provide superior service to customers; address customer issues and ensure effective and long-term problem resolution.
Provide timely and accurate information to customers regarding status and product knowledge requests; also providing timely feedback to the company regarding trends.
Collaborate with our vendors and internal Service, Quality and Repair teams.
Process customer service requests and handle escalations according to company procedures and guidelines.
Build rapport with customers and interact with them in a warm, friendly and professional manner.
Ensure customers understand product information and provide additional information to customers as needed; listen attentively to customer needs and concerns.
Suggest new ways to solve customer problems and improve the customer experience.
Prioritize call responses and timeliness of follow-up based on urgency of call, and further escalate unresolved issues in a timely manner.
Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests.
Promote additional products and services by recognizing opportunities to explain new features.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.