Jewelry Service Consultant

Day's Jewelers•Augusta, ME

1h•Onsite

About The Position

Jewelry Service Consultants care for our customers and provide support to the sales department for point-of-sale transactions, jewelry restoration, repair, service intake and tracking, perform minor repairs such as engraving and battery replacement, product receiving and shipping, special order placement and tracking, and processing of credit and layaway payments. This position requires excellent communication and conflict resolution skills, computer knowledge, and the ability to manage many tasks efficiently in a fast-paced environment. To ensure that the service department achieves its monthly profitability target. To deliver service in an effort to exceed customer expectations. To foster healthy interpersonal relationships with our guests and co-workers.

Requirements

Excellent communication and conflict resolution skills
Computer knowledge
Ability to manage many tasks efficiently in a fast-paced environment
Actively listens with empathy and understanding to identify client needs, advocates for the best solutions, and builds trust by ensuring a transparent and caring service experience (Client Advocacy)
Translates technical knowledge into clear, customer-friendly language (Communication)
Accurately documents service requests, verifies item specifications, tracks repairs, and ensures precise handling of customer valuables to deliver a seamless, trustworthy experience (Attention to Detail)
Strengthens client trust through consistent follow-up and care (Relationship Building)
Manages service flow for speed, accuracy, and quality (Process Efficiency)
Demonstrates integrity, professionalism, and respect in all interactions, safeguarding trust with clients, colleagues, and the company (Ethical Conduct)
Addresses client and team concerns with professionalism, empathy, and fairness, resolving issues quickly to maintain trust and positive relationships (Conflict Resolution)
Acts with an ownership mindset, making decisions that protect resources, strengthen company performance, and uphold long-term organizational health and success (Ownership Mindset)
High School Diploma or GED

Nice To Haves

Two+ years’ experience in a retail customer-service-related role
Jewelry experience
JA Certifications
DCA Certifications
GIA Certifications

Responsibilities

Properly greet every customer according to the Day’s standard.
Understand warranty policy on all merchandise.
Accept repairs from customers in accordance with Day's Repair Intake Standards.
Guide customers with the best possible solutions to repair needs.
Exercise proper judgment when accepting jobs that can or cannot be accomplished with the customer's best interest in mind, and offer options that are in the customer’s best interest.
Make certain that all repaired items are carefully inspected for quality and cleanliness before the item is released to the customer.
Follow up to make sure that all jobs promised to the customer are ready to be picked up before the store opens on the promised date, as per procedures defined to monitor open repairs.
Communicate to customers, on a timely basis, when follow-up is expected from customers on open repair jobs.
Ensure that all repair jobs that are left are promptly logged into the computer repair program and the computer is updated as prescribed throughout the repair process.
Ensure that the customer's signature is procured when items are picked up without a claim ticket.
Comply with Day's Repair Triaging Standards.
Ensure that customers are personally contacted as promptly as possible on all unredeemed repairs that exceed 60 days.
Maintain all layaways in accordance with Day's Layaway Standards.
Provide point-of-sale support to the Jewelry Sales Consultant, whenever possible, and serve the customer promptly, prioritizing the Sales Consultant's return to the sales floor.
Acknowledge the customer and call another Jewelry Service Consultant for assistance if unable to help immediately.
Address the customer with a smile and in a respectful/courteous manner.
Collect payment or proper charge paperwork.
Acquire all pertinent customer information for that customer’s account, including but not limited to address, telephone number(s), email address, etc.
Update customer information changes in the customer information center.
Thoroughly research customer profiles to ensure duplicate accounts are not created, accurately following POS procedures.
Key the sale into the POS (Point of Sale) Station.
Clean, correctly box, and gift-wrap the item if the customer desires.
Positively reassure the customer of their choice.
Choose a gift box for the product being purchased as per Day's Box Logic Standards.
Close and reconcile POS Station as required in accordance with Cash Closeout Standards.
Understand and adhere to Day's check cashing procedures.
Ensure that the POS Station is supplied with adequate change and bills at all times.
Ensure that bank deposits are made as soon as possible and within the next day after POS Stations are closed.
Encourage jewelry and gift sales, and assist the customer with their purchase if a Jewelry Sales Consultant is not available.
Take special care to ensure that no customer leaves the store unhappy, transferring the customer to a member of store management if unable to resolve the complaint.
Ensure that the customer’s account has available credit when new items are charged on Day’s credit.
Inform the customer about the payment terms of their credit purchase.
Discreetly inform delinquent customers of their account status.
Negotiate with delinquent customers to formulate a plan to return the account to a “current” status.
Utilize the Credit Department when necessary.
Follow the rules of store security and Company policies relating to security.
Keep all work areas clean, neat, free of clutter, and efficiently organized.
Logistically organize all tools, supplies, and equipment so the department can operate as efficiently as possible.
Correctly maintain all tools, machinery, and equipment to optimize operational function and provide a safe work environment.
Work safely in compliance with OSHA requirements.
Keep up a consistent schedule for maintenance, cleaning, and organization of all service work areas and service-related equipment.
Ensure that there are adequate supplies of frequently used findings and replacement stones on hand at all times.
Process special orders as quickly and efficiently as possible in compliance with Day's Special Orders Procedures.
Process customer transfer requests in accordance with Transfer Request Standards.
Properly package, ensure, and ship all customer orders and out-of-store repairs in compliance with Day's shipping standards.