Online Client Advisor

About Role 

Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. The Online Client Advisor will be the front line of communication with the client. The ideal candidate understands the need for a flawless customer experience, while having the ability to multi-task and stay organized in a fast-paced environment. 

Responsibilities

• Consistently deliver a remarkable customer service experience by acting as the front line of communication (primarily via email, live chat, and phone)
• Proactively look for opportunities to drive fine jewelry sales growth by identifying new leads and clienteling opportunities
• Work extensively with customers to provide timely solutions including: order follow-up, shipment tracking, order updates, etc.
• Responsible for improving customer retention by combining service and sales skills with product knowledge to ask customers questions and effectively offer relevant solutions
• Experience handling multiple programs simultaneously in a fast-paced changing environment
• Utilize data and customer feedback to analyze customer service trends and recommend revised policies and processes to improve customer experience
• Collaborate cross-functionally with Marketing, Product, Merchandising, Operations, and other key departments to ensure a seamless customer experience by sharing customer feedback, helping to drive improvements in product, marketing strategies, and operational efficiencies, while advocating for the customer's voice across the organization

About You

• Exceptional written and verbal communication skills required
• Ability to creatively and effectively problem-solve varying customer requests
• Ability to multitask and prioritize effectively in a fast-paced environment
• Self-starter with proof of a strong work ethic and energetic personality
• Strong organization skills and dedication to completing tasks and projects in a timely manner
• Detail-oriented with high level of accuracy 
• Team player, can-do attitude, no task too small
• Continuously adapt as the business evolves and grows
• Comfortable using resources to work independently to problem solve/assist customers
• Collaborate with management to escalate customer issues when necessary to provide most seamless customer experience possible
• Ability to retain product knowledge/details and grow knowledge as inventory changes/expands

Requirements 

• 2 or more years of experience in customer service and sales at an e-commerce company
• Bachelor’s Degree preferred
• Must be proficient in Excel and Mac computers, Office and Google Suite
• Proficiency in customer support tools such as Gorgias, a plus
• GIA certifications (color stones essentials, diamond essentials, etc), a plus

Details

• Hybrid role located in midtown NYC, minimum of 3 days in office per week
• Office Hours: 9:00 am to 6:00 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (must be comfortable with extended and weekend hours during busy season or sales)
• Health, Vision & Dental Insurance for full-time employees
• 401k with employer match program
• We offer generous employee discounts on our fine jewelry
• Paid time off, including an extra allowance of 3 days annually for religious observances 
• The salary for this position is $65,000-80,000, commensurate with experience