CAZA Collective · 5 months ago
Customer Service Specialist (Hybrid)
Great Neck, NY
Full-time
Hybrid
Entry, Mid Level
$25/hr - $30/hr
2+ years expCAZA Collective is an established fine jewelry brand recognized for exceptional craftsmanship and long-standing relationships with retailers across the United States. The Customer Service Specialist is responsible for managing all customer-facing service interactions, ensuring inquiries, complaints, and escalations are handled with empathy and professionalism.
Staffing & Recruiting
No H1B
Responsibilities
Inbound Communication: Promptly and professionally respond to client and partner inquiries via phone and email, ensuring a high-touch, service driven experience
Outbound Engagement: Proactively reconnect with past clients through personalized outreach to strengthen relationships. build loyalty, and drive repeat business
Handle complaints and escalations, providing service recovery solutions and communicating status updates clearly
Intake, log, and process returns, repairs, and service requests; ensure timely updates and resolution
Create and issue Certificates of Authenticity accurately, ensuring consistency and compliance
Track service performance metrics, including response and resolution times (post-CRM implementation)
Answer the door, greet visitors, and ensure a professional client-facing presence
Maintain organized digital and physical records of service requests, certificates, and communications
Collaborate with internal departments (sales, logistics, operations) to ensure smooth handoffs and client satisfaction
Qualification
Required
2+ years of experience in client services or customer service, or call center support
Strong interpersonal and communication skills with proven ability to de-escalate and resolve service issues
Attention to detail in documentation, certificates, and client communications
Proficiency with Microsoft Office Suite
Reliable, adaptable, and comfortable in a fast-paced, high-volume environment
Ability to lift and move up to 25 lbs. as needed
Frequent standing, walking, and bending when handling client requests or incoming packages
Manual dexterity for paperwork, certificates, and small product handling
Preferred
Experience in luxury goods or the jewelry industry is a plus
CRM experience a plus
Benefits
Health stipend up to $500/month (post 90-day probation)
20 days annually (vacation, sick, holiday, and personal days combined, accrued after probation)
Company
CAZA Collective
The CAZA Collective is a specialized talent acquisition, recruiting, and consulting firm dedicated exclusively to the Diamond, Gem, and Jewelry industry.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase