Customer Service Representative
About RC
Ring Concierge began in New York City as a luxury private jeweler and has since scaled into a successful e-commerce business and private jeweler accessible to the mass. Nicole Wegman, founder of Ring Concierge, has strategically utilized social media to disrupt the historically close-knit, male-dominated diamond industry to create a jewelry business for women, by women. Founded in 2013, Ring Concierge has grown exponentially over the past 6 years and continues to expand its team by opening an office in Rochester.
About Role
Ring Concierge is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. The Customer Service Representative will be the front line of communication with the customer. The ideal candidate understands the need for a flawless guest experience, has 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, phone, Instagram DMs, and live chat)
- 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
- Proactively look for opportunities to drive sales growth by identifying new leads and hand over leads to appropriate departments
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
- Liaise with appropriate departments & save information for future independent use
- 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 at an e-commerce company
- Bachelor’s Degree preferred
- Must be proficient in Excel and Mac computers, Office and Google Suite (Shopify and/or ShipStation experience a plus)
Details
- Full-time role located in Rochester, NY
- Office Hours: 8:30 am to 5:30 pm, with the knowledge that we have a startup culture and your day may extend past listed office hours (weekly schedule subject to change during sales, busy season and events with the possibility of weekends during these periods may be required to meet role requirements)
- Will need to be available over certain holidays to manage customer inquiries
- Health benefits for full-time employees
*Please note: you will not be considered if you do not meet the requirements listed above*