Rolex Service Advisor

Ben Bridge Jeweler • Honolulu, HI

12d • Onsite

About The Position

Ben Bridge Jeweler, a subsidiary of Berkshire Hathaway with over 110 years of business and 36 stores across the United States, is seeking a part-time Rolex Service Advisor for their Ala Moana Shopping Center location. The company is committed to providing customers with exceptional experiences and jewelry that lasts for generations, aiming to build lifelong relationships with their clientele. This role is crucial in supporting customers with all service inquiries, participating in store activities, and delivering an excellent Rolex service experience. The Rolex Service Advisor reports to the Store Manager and is responsible for managing aftersales service repairs, communicating with customers, and building rapport through a personalized approach.

Requirements

• Minimum of 2 years of relevant fine jewelry luxury retail or luxury hospitality experience preferred, or a combination of 3+ years of customer service experience or education in lieu of selling experience.
• Minimum of High School Diploma or equivalent.
• Proficiency in POS Software and CRM platform.
• Proficiency using Microsoft Outlook, Word, and Excel.
• Excellent listening, written, and verbal communication skills; fluent in English.
• Excellent organization and time management skills, with the ability to multi-task and prioritize effectively.
• Strong attention to detail and high integrity.
• Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Flexibility with work schedule including evenings, weekends, and holidays, and a willingness to adjust to scheduling needs.

Nice To Haves

• Watchmaking experience is a plus.
• Bilingual is a plus.

Responsibilities

• Handling all aftersales inquiries from customers, including warranty repair, service estimate, complaints, and aftersales link or bracelet order.
• Understanding stock, warranty, and external repair processing to provide clear communication and guidance on Rolex service policies.
• Working with customers to determine Rolex servicing issues and conveying concerns with accurate repair descriptions to watchmakers.
• Providing first-level support for customer complaints with empathy and professionalism, capturing details, and resolving issues where possible.
• Developing authentic customer relationships by assessing needs, making personalized service recommendations, and creating memorable experiences.
• Connecting with customers and potential customers, maintaining customer information using company technology.
• Potentially serving as a Keyholder, responsible for opening and closing the store, responding to alarm calls, and being available for after-hours maintenance.
• Cultivating in-depth product knowledge to provide the best customer experience.
• Providing Rolex service knowledge, features, and benefits to customers when presenting merchandise.
• Working harmoniously and professionally with co-workers and supervisors.
• Collaborating with teammates towards store goals, fostering a positive atmosphere, and supporting each other.
• Handling client information and appointment details with accuracy and efficiency.
• Operating the point of sale (POS) system for payments and credit authorization.
• Processing packages, faxes, messages, email, and mail accurately and in a timely manner.
• Supporting accurate inventory management and merchandise security.
• Adhering to all company policies and procedures.
• Participating in company training initiatives.
• Performing basic housekeeping duties such as vacuuming, cleaning display surfaces, cleaning merchandise, and removing trash.
• Performing other duties as assigned.

Benefits

• Health and welfare benefits (eligible if meeting minimum work requirement of 20 hours/week).
• Employee merchandise discounts.
• Paid training.
• Paid time off (vacation, holidays, bereavement, jury duty).
• Certification from the Gemological Institute of America (following completion of one year service time).
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k) plan with a company match.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED