David Yurman

  • Customer Care Specialist

    Job Locations US-NJ-Lyndhurst
    Posted Date 1 month ago(12/12/2018 12:07 PM)
    Job ID
    2018-1195
    Category
    Customer Service
  • Overview

    David Yurman is currently seeking a Customer Care Advisor to help execute our vision of setting a gold standard in luxury customer service.  This role will report to the Customer Care Manager. S/he 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.

    Responsibilities

    • 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.
    • 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, fulfilling requests.
    • Promote additional products and services by recognizing opportunities to explain new features.
    • Maintain call center database by accurately entering new information.
    • Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the organization.

    Qualifications

    • Bachelor’s degree or 1-2 years of experience in a similar role within a Contact Center or in a retail store with a strong service culture; luxury environment preferred.
    • A proven track record of providing exceptional customer service and teamwork.
    • 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
    • The ideal candidate will thrive in a fast-paced, high energy environment
    • Team oriented, ability to work with a diverse customer base
    • Excellent communication skills, both written and verbal. Detail oriented.
    • Must be able to work flexible hours; schedules will vary
    • Strong customer focus and relationship building skills
    • High level of professionalism and integrity

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