Customer Care Specialist

Job description

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

David Yurman is currently seeking a Customer Care Specialist to help execute our vision of setting a gold standard in luxury customer service. This role will report to the Customer Care Manager. They will have overall responsibility for providing call center support to our customers 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 will be located in Lyndhurst, NJ.

• 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 order status and product knowledge requests; also providing timely feedback to the company regarding any issues or customer concerns.

• Access jewelry during training and, when product questions arise, reference jewelry pieces displayed in the on-site jewelry case to support product knowledge and customer inquiries.

• Process customer orders and changes according to company procedures.

• 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 escalate unresolved issues in a timely manner.

• Answer inquiries by researching, locating, and clarifying desired information;

• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, and fulfilling requests.

• Promote additional products and services by recognizing opportunities to explain new features.

• Accurately document customer interactions, case details, and updates to support service consistency.

• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.

• Collaborate with cross functional partners to resolve customer concerns, support business initiatives, and ensure a consistent luxury customer experience.

Qualifications:

• Bachelor’s degree or 1-2 years of experience in a similar role within a Call Center or in a retail store with a strong service culture; luxury environment preferred.

• Experience in luxury or jewelry sales or repairs a plus.

• 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 judgment

• Strong organizational and planning skills

• Team oriented, ability to work with a diverse customer base, ability to negotiate; strong sales skills

• Excellent communication skills, both written and verbal

• Strong customer focus and relationship building skills

• High level of professionalism and integrity

• The ideal candidate will thrive in a fast-paced, high-energy environment

Hours:

• Availability to work assigned shifts based on business needs, including:

8:15am-4:45pm, 9:30am-6:00pm, 10:00am-6:30pm, and 11:15am-7:45pm, with alternating weekend coverage required. Holiday hours may include 12:45pm-9:15pm.

Location: Lyndhurst, NJ

Travel: None

Hourly Rate: $22hr

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).