Day's Jewelers · 2 months ago
Jewelry Service Consultant
Waterville,ME,US
Full-time
Onsite
Entry Level
2+ years expDay's Jewelers is a retail jewelry company seeking a Jewelry Service Consultant to provide customer care and support to the sales department. The role involves handling jewelry repairs, point-of-sale transactions, and ensuring customer satisfaction while maintaining service standards.
Fashion
Responsibilities
Care for 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
Ensure that the service department achieves its monthly profitability target
Deliver service in an effort to exceed customer expectations
Foster healthy interpersonal relationships with our guests and co-workers
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
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
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
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
Take special care to ensure that no customer leaves the store unhappy
When new items are charged on Day’s credit, ensure that the customer’s account has available credit
Discreetly inform the customer of the status
Negotiate with the customer to formulate a plan to return the account to a “current” status
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
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
Be responsible for properly packaging, ensuring, and shipping all customer orders and out-of-store repairs in compliance with Day's shipping standards
Qualification
Required
High School Diploma or GED
Preferred
Two+ years' experience in a retail customer-service-related role
jewelry experience
JA, DCA, and GIA Certifications
Company
Day's Jewelers
Day's Jewelers is a retail company offering diamond rings, gemstone Jewellery, and watches.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase