Customer Communications Specialist

Olive Avenue Jewelry

5d•Onsite

About The Position

Olive Ave is growing rapidly and seeking a motivated, results-driven Customer Communications Specialist who thrives in a high-volume, fast-paced communication environment. In this role, you'll be on the front lines—managing inbound calls, responding to SMS inquiries within minutes, and guiding customers through one of life's most meaningful purchases with speed, warmth, and confidence. This full-time position is based at our corporate office in Mesa, Arizona, reporting directly to the Director of Customer Experience. You'll spend your day moving quickly between phone conversations and text threads, overseeing a steady flow of customer touch points while keeping response times tight and follow-ups timely. Success in this role means being highly responsive, comfortable juggling multiple active conversations at once, and able to shift seamlessly between tasks. You'll proactively identify customer needs, present product solutions, and help clients confidently move from consideration to purchase—ensuring every call and text reflects the authenticity and values of Olive Ave. While phone and SMS will be your primary channels, you'll also support customers via email, social media DMs, and occasional in-person appointments. The ideal candidate has a strong phone presence, exceptional written communication for texting, a sense of urgency, and the ability to combine consultative selling with quick, confidence-building responses that turn inquiries into loyal customers. We provide extensive training in our products, processes, and brand standards to set you up for success. At Olive Ave, we invest in personal development and internal growth opportunities. We’re looking for a collaborative team player who understands that strong relationships—with both customers and colleagues—are essential to driving sales and sustaining a thriving community.

Requirements

Self-starter with a proactive, goal-oriented mindset; works well independently and collaboratively
Exceptional verbal and written communication skills, with a warm, confident phone presence and strong grammar, spelling, and tone control in writing
Proven ability to juggle multiple active customer conversations across phone and text simultaneously without sacrificing quality
Skilled at assessing customer needs and making informed recommendations that drive decisions, with experience in consultative or relationship-based selling (higher-ticket products a plus)
Strong active listening, attention to detail, and accurate information retention
Resilient and adaptable, with a positive, solutions-oriented attitude in a fast-paced, metrics-driven environment
Comfortable learning and retaining detailed product knowledge to represent the full value of Olive Ave offerings
Highly organized with strong follow-up habits
Proficient in Microsoft Office (Outlook, Word, Teams, Excel)
Available full-time, on-site at our Mesa, AZ office, including some evenings and weekends as needed

Nice To Haves

Strong typing speed (50+ WPM) with excellent written communication for SMS and chat-based conversations.
Working knowledge of sales strategies and relationship-based selling.
Strong comfort engaging diverse clients, guiding conversations toward confident purchasing decisions.
Growth mindset with enthusiasm for continuous learning and development.

Responsibilities

Engage customers with a consultative sales approach - virtually and in person, guiding them through product options and confidently recommending solutions aligned with their needs, vision, and budget.
Convert inquiries into sales opportunities through timely communication, strong product knowledge, and proactive follow-up.
Manage customer relationships across all communication platforms, ensuring a consistent, persuasive, and positive brand experience.
Drive customer confidence by clearly explaining product features, customization possibilities, warranties, processing timelines, and post-purchase care.
Maintain accurate customer records and notes to support efficient follow-up and ensure smooth transitions throughout the sales cycle.
Build long-term customer loyalty through exceptional service, empathy, and relationship nurturing—before, during, and after purchase.
Represent Olive Ave’s brand values, providing a polished and compelling experience in-store, online, and across social channels.