Jewelry Service Consultant

Day's Jewelers•Waterville, ME

67d•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. OBJECTIVES 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

High School Diploma or GED
Patience
Great listener
Kind and empathetic
Task organization skills
Conflict Resolution skills
Possess good communication skills
Have good moral character due to high-value products

Nice To Haves

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

Responsibilities

Repair Intake and Layaway Maintenance
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.
Must exercise proper judgment when accepting jobs that can or cannot be accomplished with the customer's best interest in mind. Must be able to 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.
Point of Sale Support and Customer Satisfaction
The Jewelry Service Consultant must provide point-of-sale support to the Jewelry Sales Consultant, whenever possible, and serve the customer promptly. The priority being that the Sales Consultant is able to return to the sales floor to serve other customers. If the Jewelry Service Consultant is unable to help a customer immediately, they must acknowledge the customer and call another Jewelry Service Consultant for assistance.
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. In the event that customer information has changed, Service Consultants are responsible for updating those changes in the customer information center. The Service Consultant is responsible for the thorough research of that customer’s profile, to ensure that a duplicate account is 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.
Able to 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. The Jewelry Service Consultant should promptly transfer the customer to a Jewelry Sales Consultant or if one is not available, the Service Consultant must assist the customer with their purchase.
Take special care to ensure that no customer leaves the store unhappy. The Jewelry Service Consultant must transfer the customer to a member of store management if unable to resolve the complaint.
Day’s Credit
When new items are charged on Day’s credit, the Jewelry Service Consultant must ensure that the customer’s account has available credit. The Service Consultant must also inform the customer about the payment terms of their credit purchase.
Discreetly inform the customer of the status.
Negotiate with the customer to formulate a plan to return the account to a “current” status.
Utilize the Credit Department when necessary.
Work Environment, Supplies, and Tools
Follow the rules of store security and Company policies relating to security.
Keep all work areas clean, neat, free of clutter, and efficiently organized.
Must logistically organize all tools, supplies, and equipment so the department can operate as efficiently as possible.
All tools, machinery, and equipment must be correctly maintained to optimize operational function and provide a safe work environment.
The Jewelry Service Consultant must 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.
Special Orders
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.
Shipping and Mailing
Jewelry Service Consultants will be responsible for properly packaging, ensuring, and shipping all customer orders and out-of-store repairs in compliance with Day's shipping standards.