Client Services Representative

Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature.

Key Responsibilities:

In addition to the responsibilities of L2 Client Services Representative Assistant:

• Influence production and shipping schedules when there are delays/issues

• Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)

• Coordinate with other departments to resolve issues to ensure client satisfaction

• Handle intake window as needed

• Perform other duties as assigned by the supervisor or as per business needs

Complexity:

• Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods

• Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions

• Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)
  GIA reputation is impacted if clients receive inaccurate information/services

Knowledge, Skills & Abilities (KSAs):

• Sound knowledge and application of MS Office (Excel, Word, PowerPoint)

• Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)

• Sound knowledge of key GIA people and their roles in production functions

• Proficiency in functional department Standard Operating Procedures

• Proficiency in Lab production workflows

• Thorough understanding of GIA policies and procedures

• Ability to apply specialized knowledge of the diamond grading and/or gemology function

• Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues

• Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence

• Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner

• Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters

• Patience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients

• Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas

• Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers

Supervision / Autonomy / Authority:

Work under general supervision with few direct instructions on day-to-day tasks.

Education / Training / Experience Requirements:

• Typically require High School Diploma

• 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.

• Applied Jewelry Professional (AJP) GIA certification preferred

An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race, sex, religion, national origin, age, disability, or any other legally protected status. Reasonable accommodations are available upon request.

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.