Senior Specialist, Customer Care

David Yurman•Lyndhurst, NJ

1d•Onsite

About The Position

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers. At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Requirements

Bachelor’s degree or 2+ years of experience in a similar role within a Call Center or in a retail store with a strong service culture; luxury environment preferred.
Experience in luxury or jewelry sales or repairs a plus.
Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office
A strong passion for the jewelry industry and the David Yurman brand; strong interest in learning about our business and products
Problem analysis and solving skills, demonstrating good judgment
Strong organizational and planning skills
Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills
Excellent communication skills, both written and verbal
Strong customer focus and relationship building skills
High level of professionalism and integrity
Flexibility to work non-traditional hours, including days, nights, weekends and holidays.
The ideal candidate will thrive in a fast-paced, high-energy environment.

Nice To Haves

Experience in luxury or jewelry sales or repairs a plus.

Responsibilities

Deliver individual sales plan by maximizing all selling opportunities.
Collect meaningful customer data for the purpose of building relationships and personalizing future client development opportunities.
Utilize available tools to engage current and new business and drive sales.
Fully support and align with all key business initiatives and new product launches.
Remain current and knowledgeable of industry trends, to determine opportunities to maximize sales within the market.
Support and provide superior service to customers; address customer issues and ensure effective and long-term problem resolution.
Provide timely and accurate information to customers regarding order status and product knowledge requests; also providing timely feedback to the company regarding any issues or customer concerns.
Process customer orders and changes according to company procedures.
Build rapport with customers and interact with them in a warm, friendly and professional manner.
Ensure customers understand product information and provide additional information to customers as needed; listen attentively to customer needs and concerns.
Suggest new ways to solve customer problems and improve the customer experience.
Prioritize call responses and timeliness of follow-up based on urgency of call, and escalate unresolved issues in a timely manner.
Answer inquiries by researching, locating, and clarifying desired information; Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and fulfilling requests.
Promote additional products and services by recognizing opportunities to explain new features.
Accurately document customer interactions, case details, and updates to support service consistency.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.
Collaborate with cross functional partners to resolve customer concerns, support business initiatives, and ensure a consistent luxury customer experience.