Customer Experience Associate

Our Customer Experience team is dedicated to providing exceptional experiences for every REEDS customer. As a Customer Experience Associate, you will be the voice of REEDS, fielding real-time calls, chats, and emails from customers across the country. You must resolve all customer issues professionally and knowledgeably in a timely manner while maintaining the high standards that REEDS is known for. This is an excellent foot-in-the-door opportunity to join a long-established business in the beautiful coastal city of Wilmington, NC. We have an incredible training program to teach you about the vendors we proudly represent, the jewelry industry, and top sales and service skills to set you up for long-term success.

Responsibilities

• Provide solution-oriented service to REEDS customers, with a focus on exceptional luxury experiences
• Successfully troubleshoot and resolve all customer service inquiries or issues via email and phone communication channels
• Process orders and enter data into the order entry system via incoming phone contacts
• Serve as a liaison between our customers and our brick-and-mortar locations
• Other duties as assigned

Requirements

• 6+ months of experience within a customer service-focused environment, such as contact center, retail, hospitality, or food and beverage (preferred)
• A quiet, distraction-free workspace with high-speed internet
• Excellent written and communication skills
• The ability to work in a fast-paced environment and demonstrate a high sense of urgency
• Highly organized, detail-oriented, and able to work independently
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turning on the camera when requested by leadership

Schedule

• Schedules are made one month in advance
• Coverage needed on evenings, weekends, and possibly holidays
• Flexibility is essential to support our customers and team with timely resolutions

Benefits

• Comprehensive compensation program
• Merchandise discounts
• 401(k)
• Paid time off
• Full-time team members are eligible for health, dental, life, and LTD insurance

REEDS Jewelers proudly celebrates its 80th Anniversary in 2026, with corporate headquarters in Wilmington, NC since the beginning. We're a proud family company running many retail stores from Texas to Florida to Pennsylvania and everywhere in between.