Client Services Representative - We offer a competitive benefits package! The Company: GIA is the world's foremost authority in gemology. GIA in New York is located in midtown Manhattan at the heart of the diamond district. A part of a global organization, this campus accommodates approximately 400 of the 3,500 employees that GIA employs worldwide. It offers many competitive health and commuter benefits that promote the well-being of its employees, as well as that of the environment.
The Location: This position is located in New York, NY reporting fully on-site Monday to Friday.
Job Overview: Manage the face-to-face and telephonic interactions with clients; responsible for the overall workflow to accurately provide services and return stones to clients. Perform intake and return for walk-in clients; be knowledgeable of all GIA services; and provide exceptional customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Engage with clients and assist with appropriate services for stones being submitted
- Detailed knowledge of service requirements; fee schedule, rush services and return times
- Perform intake and return, sort and organize stones in accordance with procedures
- Train and engage clients to online self-service tools for account and stone management (MyLab & Client Portal)
- Facilitate the Pre-process stone cycle; send results
- Assist clients with questions from the general phone queue or via email
- All client inquiries must be handled in a timely manner with quality and accuracy.
- Understand and communicate accounting requirements and limitations
- Assist clients with accepted methods of payments, invoices, statements, etc.
- Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
- Coordinate with other departments to resolve issues to ensure client satisfaction
- Perform other duties as assigned by the supervisor or as per business needs
- Complexity:
- Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods
- Understand and leverage Salesforce for client information and account details
- Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions
- Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)
- Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods
- Understand and leverage Salesforce for client information and account details
- Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions
- Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)
- GIA reputation is impacted if clients receive inaccurate information/services
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities) - Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
- Proficiency in GIA proprietary systems (Spectrum, Salesforce, Searchlight, MyLaboratory, etc.)
- Sound knowledge of key GIA people and their roles in production functions
- Proficiency in functional department Standard Operating Procedures
- Proficiency in Lab production workflows
- Thorough understanding of GIA policies and procedures
- Solid problem-solving abilities: identify problems and fix or escalate as required; fact-finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues
- Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
- Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
- Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and characters
- Patience: Always maintain a professional image; be polite and have a good amount of stress tolerance, especially when interacting with difficult or irate clients
- Motivated/take initiative: Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas
- Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationships with others and peers and reconcile differences of opinions with others and peers
- Work under general supervision with few direct instructions on day-to-day tasks.
EDUCATION AND EXPERIENCE - HS diploma required and 2+ years of related experience or equivalent. AJP preferred.
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT - While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear.
- The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch.
- The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
- This position requires the repetitive use of hands in some duties (i.e., in packet assembly, scanning, and report folding and collation).
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
Why Should You Apply? - Great benefits!
- Professional and educational development opportunities!
- Global non-profit organization!
Pay Range: $22.00 -$24.00/hour
Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.