Description

POSITION SUMMARY
The Client Experience Representative is responsible for managing all customer-facing service interactions, ensuring inquiries, complaints, and escalations are handled with empathy and professionalism. This role includes responding to customer emails and calls, processing repairs and returns, issuing Certificates of Authenticity, and maintaining organized documentation of service cases.

ESSENTIAL JOB 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.

QUALIFICATIONS

• 2+ years of experience in client services or customer service, or call center support (experience in luxury goods or the jewelry industry is a plus).
• 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; CRM experience a plus.
• Reliable, adaptable, and comfortable in a fast-paced, high-volume environment.

PHYSICAL REQUIREMENTS

• 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.

WORKING CONDITIONS / ENVIRONMENT

• Location: Hybrid. 3 days in office in Great Neck, NY, and 2 days remote.
• Schedule: Monday–Friday, 9:00 AM–6:00 PM.
• High-volume, service-driven environment where professionalism, empathy, and accountability are critical.

COMPENSATION & BENEFITS

• Hourly Range: $25.00 – $30.00/hour (approx. $52,000 – $62,400 annually)
• Healthcare: Health stipend up to $500/month (post 90-day probation).
• PTO: 20 days annually (vacation, sick, holiday, and personal days combined, accrued after probation).

ABOUT THE COMPANY
Our client is an established fine jewelry brand recognized for exceptional craftsmanship and long-standing relationships with retailers across the United States. Their collections feature a range of styles and price points designed to appeal to a diverse customer base, making them a trusted partner to independent jewelers nationwide.

This role requires U.S. work authorization, as it is based in the United States. Please be advised that sponsorship for employment visas is not available through CAZA Collective or our clients.

The CAZA Collective is proud to represent leading organizations across various industries. We celebrate diversity and are committed to fostering an inclusive and equitable hiring process.