Specialist, Care and Service at David Yurman in Lyndhurst, NJ

Specialist, Care and Service Location: Lyndhurst, NJ About Us David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers. Our Values At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance. Job Description Title Customer Care Specialist, Care & Service Team Overview David Yurman is currently seeking a Customer Care Specialist for our newly formed Care and Service (Repairs) Team. This role will help execute our vision of setting a gold standard in luxury customer service. Reporting to the Assistant Manager, Customer Care, this position is responsible for responding to customer contacts regarding product care and service (repairs) in a manner that reinforces our brand values and ensures a superior customer experience. The individual will be an active member of the team and support the policies and procedures for DavidYurman.com and the retail store fleet. The position is onsite with 2 work from home days per month and is located in Lyndhurst, NJ. Responsibilities Support and provide superior service to customers; address customer issues and ensure effective and long-term problem resolution. Provide timely and accurate information to customers regarding status and product knowledge requests; also providing timely feedback to the company regarding trends. Collaborate with our vendors and internal Service, Quality and Repair teams. Process customer service requests and handle escalations according to company procedures and guidelines. Build rapport with customers and interact with them in a warm, friendly and professional manner. Ensure customers understand product information and provide additional information to customers as needed; listen attentively to customer needs and concerns. Suggest new ways to solve customer problems and improve the customer experience. Prioritize call responses and timeliness of follow-up based on urgency of call, and further escalate unresolved issues in a timely manner. Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests. Promote additional products and services by recognizing opportunities to explain new features. Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization. Qualifications Experience in a similar role within a Contact Center or in a retail store with a strong service culture; luxury environment preferred. A proven track record of providing exceptional customer service and teamwork. Experience in luxury or jewelry Care and Service, Aftersales, or Repairs with direct customer communication is a preferred. Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office A strong passion for the jewelry industry and the David Yurman brand; strong interest in learning about our business and products Problem analysis and solving skills, demonstrating good judgement. Strong organizational and planning skills Detail and customer service oriented. The ideal candidate will thrive in a fast-paced, high-energy environment. Team oriented, ability to work with a diverse customer base and ability to negotiate. Excellent communication skills, both written and verbal Flexible schedule availability desired. Strong customer focus and relationship-building skills. High level of professionalism and integrity. This position is eligible for additional compensation through departmental bonus plans, based on performance and departmental goals. Diversity, Equity & Inclusion at David Yurman As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all. David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).