Job Details

POSITION SUMMARY

The Customer Service Specialist plays a critical role in supporting relationships across retailers, vendors, logistics partners, and internal teams. This position is responsible for managing service inquiries, repairs, returns, documentation, and service escalations with accuracy, professionalism, and accountability.

This is a detail-driven, operationally focused role supporting a fine jewelry business. While service excellence is essential, this position is not limited to clientele, it involves daily coordination with retail partners, vendors, and cross-functional teams to ensure smooth execution and timely resolution of service matters.

ESSENTIAL JOB RESPONSIBILITIES

Customer & Partner Support

• Serve as a primary point of contact for incoming service inquiries via phone and email

• Communicate professionally with retailers, vendors, and external partners regarding repairs, returns, and service requests

• Handle complaints and escalations with empathy, clarity, and ownership, providing timely updates and solutions

Repairs, Returns & Documentation

• Intake, log, and track all repairs, returns, and service cases from start to resolution

• Coordinate internally to ensure accurate processing and timely follow-through

• Prepare, review, and issue Certificates of Authenticity with precision and consistency

• Maintain organized digital records of service cases, certificates, and correspondence

Cross-Functional Collaboration

• Partner closely with sales, logistics, operations, and external vendors to ensure seamless handoffs

• Monitor service timelines and flag potential delays proactively

• Support service process improvements as systems and workflows evolve

Quality, Accuracy & Accountability

• Ensure all service actions align with brand standards and craftsmanship expectations

• Maintain confidentiality and accuracy when handling sensitive client and product information

• Track service performance metrics and resolution timelines as tools are implemented

QUALIFICATIONS

Required Experience & Skills

• 2+ years of experience in customer service, client services, operations, or order management

• Background in fine jewelry, luxury goods, wholesale, retail jewelry, hospitality, or call center environments strongly preferred

• Proven ability to manage multiple service cases simultaneously with strong attention to detail

• Excellent written and verbal communication skills with a professional, service-oriented tone

• Comfortable handling escalations, problem-solving independently, and knowing when to ask questions

• Proficiency with Microsoft Office; CRM, ticketing, or order-tracking system experience is a plus

Ideal Candidate Profile

• Organized, proactive, and accountable with a strong sense of ownership

• Comfortable working in a fast-paced, high-volume environment

• Collaborative and adaptable when priorities shift

• Appreciates craftsmanship, precision, and the operational side of fine jewelry

• Proven track record of taking ownership of customer escalations and driving resolution without over-reliance on management.

WORKING CONDITIONS

• Fully remote role supporting an East Coast-based headquarters. Must be able to work East Coast Hours on EST Time.

• High-volume, service-driven environment where accuracy and responsiveness matter

• Independent work with consistent cross functional collaboration

COMPENSATION & BENEFITS

• Hourly Range: $26.00 - $32.00/hour (approx. $54,000 - $66,500 annually, non-exempt annually)

• Healthcare: Health stipend up to $500/month after 90 days

• Paid Time Off: 20 days annually (combined vacation, sick, holiday, and personal time; accrued post-probation)

ABOUT THE COMPANY

Our client is an established fine jewelry brand recognized for exceptional craftsmanship and long-standing relationships with retailers across the United States. Their collections feature a range of styles and price points designed to appeal to a diverse customer base, making them a trusted partner to independent jewelers nationwide.

This role requires U.S. work authorization, as it is based in the United States. Please be advised that sponsorship for employment visas is not available through CAZA Collective or our clients.

The CAZA Collective is proud to represent leading organizations across various industries. We celebrate diversity and are committed to fostering an inclusive and equitable hiring process.