Client Service Associate

Position Summary: The Client Services Associate in Hamilton’s flagship Princeton location plays an important role in representing the Hamilton brand to customers and embodying Hamilton’s Core Values and Service Standards every day. The Client Services Associate serves as the expert when taking in and delivering client repairs, interacting with customers to explain the repair process. They also work hand-in-hand with sales professionals, introducing them to service clients who may be interested in making an additional purchase while in the store. The Client Services Associate must actively listen with compassion and speak with authority to both understand client needs and convey expertise. This role is a true “jack of all trades” with infinite learning opportunity and significant time spent interacting with people every day.

Position Responsibilities:

• Take in, and enter into Hamilton’s proprietary repair system per company standards, repairs that clients bring to Hamilton for service.
• Communicate with clients to explain full range of options for service and repair, as well as process for repair and the type of work they can expect will be done.
• Utilize pre-set pricing guides to estimate repair costs at the point of take-in.
• Ensure proper processes are followed throughout the entire take-in interaction.
• Properly document client property, file appropriately, and update systems as needed.
• Utilize Hamilton Service Standards and communication skills when working with clients to ensure client satisfaction and exceeding of expectations.
• Ensure that any client service issues are handled utilizing all appropriate resources and in a timely fashion to guarantee complete client satisfaction.
• Satisfy customer requests for information or assistance in selection, service or concerns in a timely manner.
• Follow up with clients as-needed to inform them of repair status.
• Follow up with Hamilton team members as needed to check on status of repairs or provide updates so that everyone can remain informed of necessary information.
• Coordinate data entry, reports, appraisal information and follow-up to clients and vendors.
• Contact clients upon completion of their repair to inform them of status and schedule a pick-up or delivery.
• Work as a team with the sales professionals, service professionals, and management in the store to create the best possible experience for clients and coworkers.

Essential Skills and Experience:

• High school diploma or equivalent (GED) and 1 year of relevant experience.      Equivalent combination of education and experience will be accepted.
• Basic computer proficiency and ability to learn proprietary back-end systems.
• Commitment to company standards and values.
• Ability to multi-task and to work with a diverse client base.
• Ability to stay composed and collected under pressure, or in client-facing situations.
• Excellent product knowledge, client service and problem resolution skills.
• Excellent verbal and written communication skills. 
• Exceptional interpersonal communication skills through telephone, digital, and face-to-face mediums.
• Strong organizational skills.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Ability to work collectively with team members.
• Ability to handle and work with high value merchandise.
• Ability to apply common sense understanding to carry out written or oral instructions. 
• Ability to deal with problems involving a few concrete variables in standardized situations.

Other Helpful Skills and Experience:

• Experience in high-end jewelry or luxury environments preferred
• Experience in high-end client service roles preferred
• Education from the Gemological Institute of America (GIA) or other related degrees (e.g., AGS) preferred
• An authentic appreciation for luxury and our brand

Supervisory Responsibilities: No direct reports

Other Relationships:  The Client Services Associate is accountable to the Service Coordinator and Store Director

Physical demands and work environment:  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential job functions.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands:  While performing the duties of this job, the employee is required to read; write; walk; walk up and down stairs; stand; sit; use hands and fingers, handle objects and tools; reach with hands and arms; balance; stoop; talk; hear.  The employees must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Work environment:  While performing the duties of this job, the employee is required to work non-traditional business hours including nights, weekends, some holidays, and peak sales periods.  This position also requires the employee to stand for long periods; and will need supervisory approval to leave the service department (for security purposes).