Full Job Description
Pageo Jewelers is a family owned jewelry boutique consisting of 2 stores and a growing e-commerce website. We are excited to expand our team with the role of Jewelry Repair Coordinator!
We are looking for someone with high energy and a positive attitude to join and work with our team as we move Pageo forward. We are a close knit, small team dedicated to setting Pageo apart from other jewelry stores and establishing Pageo as the go to shop for all things jewelry.
The Jewelry Repair Coordinator plays an important role in representing the Pageo brand to clients and providing outstanding customer service every day. This person serves as the expert when taking in and delivering client repairs and custom orders, interacting with customers to explain the repair and/or custom process, and seeing the process through to delivery to the client. The Jewelry Repair Coordinator must actively listen and speak with authority to both understand client needs and convey expertise. This role is a true “jack of all trades” and significant time is spent interacting with people every day. A love of client interaction, making memories, and most of all jewelry is a must!
Specific Position Responsibilities:
- Ensure the intake of repairs or custom work into Pageo’s proprietary repair system is per company standards.
- Communicate with clients to explain the full range of options for service, custom design and repair, as well as the process for repair and the type of work they can expect will be done.
- Establish good working relationship with in store bench jeweler, local jewelers, and remote jewelers used to complete repairs and custom orders.
- 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 in both store locations
- Ensure all repairs and custom work is properly documented to include taking pictures and inputting full description of client property and work needed, file appropriately, and update systems as needed including method of preferred communication to client, (text, phone, or email).
- Ensure that any client service issues are handled utilizing all appropriate resources and in a timely fashion in a manner that exceeds customer expectations.
- Follow up with clients as-needed to inform them of repair status.
- Follow up with other Pageo team members in both stores, and keep repair system updated as needed to provide current information of status of repair so that everyone can remain informed of necessary information should a client inquire.
- Coordinate reports of all in process, late and delayed repairs and custom orders to present to manager on a weekly basis and follow-up with clients, vendors and jewelers.
- Ensure clients are contacted upon completion of their repair to inform them of status and schedule a pick-up.
- Follow up with clients to ensure repair job is picked up in a timely fashion
- Work as a team with the sales team and owners in the store to create the best possible experience for clients and coworkers.
- Travel to Boston as needed to deliver, pick up and work with off-site jewelers for jewelry repair and custom orders
- Assist with sales on the salesfloor as needed.
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 Pageo proprietary back-end systems.
- Commitment to company client relation 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.
- 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 and owners.
- Ability to handle and work with high value merchandise.
- Ability to apply common sense understanding to carry out written or oral instructions.
Other Helpful Skills and Experience:
- Experience in high-end jewelry or luxury environments.
- Experience in high-end client service roles.
- Experience in jewelry retail environments
- Education from the Gemological Institute of America (GIA) or other related degrees
- Basic jewelry making and or jewelry repair knowledge
Supervisory Responsibilities: No direct reports
Other Relationships: The Jewelry Repair Coordinator is accountable to the Store Manager and works alongside sales team and owners.
Job Type: Full-time
Pay: $18.00 - $24.00 per hour
Benefits:
- 401(k) after one year
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Five days per week
Work Location:
Work Remotely:
Work Remotely
Job Type: Full-time
Pay: $22.00 - $26.00 per hour
Expected hours: No more than 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Weekends as needed
Application Question(s):
- Do you have Luxury Retail Experience?
- Do you have any jewelry experience?
Experience:
- Customer service: 1 year (Required)
Work Location: In person