Customer Service Associate/ Senior Customer Service Associate (Full-Time)

About the role

Shane Co. is seeking customer service professionals who can excel at giving guests a 5-star experience. Customer Service Associates are critical to the success of the stores. We are looking for individuals who can take initiative and understand customers' needs. If you have experience working closely with customers and providing tailored solutions that exceed expectations, we would love to hear from you! No former jewelry experience is required—we will provide training to demonstrate in-depth knowledge of our merchandise, represent our brand, and create brilliant and memorable experiences. You'll be joining a team where your contributions make a difference.

Responsibilities

• Assist with front and back of house operations, understanding basic functionalities in the shop, Customer Service, and Operations departments
• Support Floor Sales activities
• Uphold merchandising standards and assist in maintaining an accurate inventory of all merchandise
• Act as the last point of contact with in-store customers, making sure purchased merchandise is presentable and all questions have been addressed
• Partner with Bench Jewelers to assist customers with repairs and warranty work

Qualifications

• A minimum of 1 year of experience providing a high level of customer service in a face-to-face environment is preferred (a minimum of 2 years of customer service in a face-to-face environment is required, with 6 months or more in a leadership or advanced customer service role preferred for Senior CSA)
• Prior experience with jewelry is neither relevant nor required—we will teach you
• Evening and weekend availability is a must (though unlike most retailers, we are closed on major holidays)
• Excellent communication and interpersonal skills
• Demonstrated attention to detail and accuracy
• Comfortable with technology and comfortable learning new systems and processes
• Demonstrated ability with math (addition, subtraction, multiplication, and division) as well as cash handling
• Great ability to provide and receive feedback from peers, supervisors, and customers and adapt behavior with coaching
• Genuine enjoyment in providing great service
• Organizational excellence and ability to manage deadlines, multitask, and prioritize effectively
• Excellence in written and spoken English is required; you will communicate with our customers and home office team members in writing as well as face to face
• Minimum of a high school diploma or equivalent is required

Behavioral characteristics

• People-focused, communicative, and team-oriented individuals will see the most success in this role
• Strong communication, patience, and resourcefulness are imperative for this role, as are organizational skills and attention to detail
• Successful candidates find fulfillment in areas such as following procedures, working closely with others, and working on a variety of tasks throughout the day
• A focus on task-management is required, along with the ability to focus on people and relationships

Pay

• Base Pay range: $23 to $26 for Customer Service Associate and $24 to $29 for Senior Customer Service Associate (applies to this specific role in this location only)
• Placement in the range is determined through interviews, review of experience, knowledge, skills, balanced pay with other team members, and alignment with geographic market data
• Most new hire offers target toward the lower end of the listed range; more demonstrated experience, knowledge, and skills may result in a higher starting rate
• Average performance earns a moderate increase each year; high performers earn a very generous annual increase
• There is no ceiling to your base pay rate over time
• Participation in a team bonus that can range from zero to $150 each week for every member of the store team

Schedule

• Evening and weekend availability is required
• Store hours: Monday to Wednesday 10 AM to 7 PM, Thursday to Friday 10 AM to 8 PM, Saturday 10 AM to 6 PM, Sunday noon to 5 PM
• Closed on major holidays (7 paid holidays each year for most staff)

Benefits

• Competitive medical, dental, and vision coverage
• Competitive 401(k) plan with company match
• Paid vacation time, sick time, holidays, volunteer time, bereavement time (including for pets)
• Company paid extended illness bank, optional long-term disability, and company paid life insurance
• Parental benefits including paid parental leave, fertility benefits, and child and adult care Flexible Spending Accounts
• Employee Affinity Groups with focus on parenting, LGBTQ+, and Grief and Loss
• Dedicated training specific to your role
• Career growth opportunities, including training toward advancement in management and leadership
• Internal learning covering both career and personal topics (e.g., Excel, photography)—self-paced and available to all employees
• Opportunity to move with the company across multiple markets
• Majority of management positions in stores are filled from within