Customer Care Specialist

David Yurman•Lyndhurst, NJ

5d•Onsite

About The Position

David Yurman is currently seeking a Customer Care Specialist to help execute our vision of setting a gold standard in luxury customer service. This role will report to the Customer Care Manager. They will have overall responsibility for providing call center support to our customers 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 will be located in Lyndhurst, NJ.

Requirements

Bachelor’s degree or 1-2 years of experience in a similar role within a Call Center or in a retail store with a strong service culture; luxury environment preferred.
Experience in luxury or jewelry sales or repairs a plus.
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 judgment
Strong organizational and planning skills
Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills
Excellent communication skills, both written and verbal
Strong customer focus and relationship building skills
High level of professionalism and integrity
The ideal candidate will thrive in a fast-paced, high-energy environment

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 order status and product knowledge requests; also providing timely feedback to the company regarding any issues or customer concerns.
Access jewelry during training and, when product questions arise, reference jewelry pieces displayed in the on-site jewelry case to support product knowledge and customer inquiries.
Process customer orders and changes according to company procedures.
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 escalate unresolved issues in a timely manner.
Answer inquiries by researching, locating, and clarifying desired information.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and fulfilling requests.
Promote additional products and services by recognizing opportunities to explain new features.
Accurately document customer interactions, case details, and updates to support service consistency.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.
Collaborate with cross functional partners to resolve customer concerns, support business initiatives, and ensure a consistent luxury customer experience.