Customer Service Concierge

The 1916 Company•Denver, CO

3d•Onsite

About The Position

The 1916 Company is a premier luxury watch and fine jewelry retailer with showrooms and boutiques across the US, Collector's Lounges in major domestic and international markets, and four international offices - with 25 locations in total. We are committed to delivering exceptional client experiences and building teams of extraordinary individuals who share our passion for excellence and the world's finest timepieces and jewelry. The Concierge – Omega/Breitling serves as the main point of contact for customers needing watch repairs. This role ensures smooth coordination between customers, technicians, and vendors, while providing timely updates and exceptional service that builds trust and confidence.

Requirements

Knowledge of fine watches offered by The 1916 Company.
Knowledge of business English, spelling, and grammar.
Effective communication skills, both oral and written.
Ability to recognize and solve customer problems.
Ability to build rapport and understand customer needs.
Ability to handle unique situations and difficult customers.
Ability to plan, organize, and carry out assignments effectively.
Ability to prioritize tasks and maintain complete records.

Responsibilities

Receives watch items needing repair from customers and records the condition, image, and description of the item received.
Enters estimates and other data for service jobs into Salesforce. Updates estimates, completion dates, and pick-up dates.
Communicate with customers regarding estimates, charges, delays, and job status.
Listen to customer concerns and take appropriate action, involving management when necessary.
Prepare completed repairs for pick-up, determine final pricing, and ensure accurate documentation.
Sizes and adjusts watches for clients.
Orders watch bands.
Participates in training.
Offer and serve beverage items to clients.
Keeps beverage items well stocked and orders as necessary.
Maintains an organized watch sizing tool kit and orders blades and tools when necessary.
Audits inventory of repair forms periodically and orders when necessary.
Assists in cleaning and setting up the store.
Participates in semi-annual inventory process.
Performs other duties as assigned.