Rolex Service Advisor

Job Summary

The Rolex Service Advisor shares a passion for excellence in customer experience, supports our customers with all service inquiries, and takes initiative to participate with store activities and expectations. The Rolex Service Advisor reports to the Store Manager. This role is responsible for taking care aftersales service repair, communicating with customers and building rapport through a personalized approach to deliver excellent Rolex service experience.

Primary Duties And Responsibilities

• Handling all aftersales inquiries from customers, including warranty repair, service estimate, complaints, and aftersales link or bracelet order
• Having a strong understanding of how stock, warranty and external repairs are processed, enabling clear communication to our customers through proactive updates on progress and providing customer guidance on Rolex service policies and procedures
• Working with customer to determine their Rolex servicing issue and conveying the customer’s concerns with accurate repair descriptions for Rolex watchmaker
• Providing first level support for customer complaints, demonstrating empathy and a professional approach to capturing details, and resolving the issue wherever possible
• Connecting with customers and potential customers and maintaining customer information utilizing company supported technology
• May hold additional responsibility as a Keyholder responsible for physically opening and closing the store. Directs business opening and closing procedures. Responds to alarm calls and is available for afterhours maintenance
• Cultivate an in-depth knowledge of products to provide the best experience for the customer
• Provide Rolex service knowledge, features and benefits to all customer when presenting merchandise
• Work harmoniously and professionally with co-workers and supervisors
• Work with teammates towards store goals, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance
• Handle client information and appointment details with accuracy and efficiency
• Operate point of sale (POS) system to take payment or obtain credit authorization
• Process packages, faxes, messages, email and mail which may be either outgoing or incoming in an accurate and timely manner
• Maintain accurate inventory of all merchandise and ensure merchandise security
• Follow all company policies and procedures. Participate in company training initiatives
• Perform basic housekeeping, such as vacuuming carpet, cleaning display surfaces, cleaning merchandise, removing trash to designated garbage area
• Other duties as assigned

Education And Experience

• Minimum of 2 years of relevant fine jewelry luxury retail or luxury hospitality experience is preferred or a combination of 3+ years of customer service experience or education in lieu of selling experience
• Minimum of High School Diploma or equivalent
• Proficiency in POS Software and CRM platform
• Proficiency using Microsoft Outlook, Word and Excel
• Watchmaking experience is a plus

Knowledge And Skills

• Goal oriented and sales driven with a passion to exceed
• Positive, enthusiastic, team-spirited work style, exhibiting company core values at all times
• Commitment to outstanding customer service
• Excellent listening, written and verbal communication skills; must be fluent in English
• Excellent organization and time management skills, with the ability to multi-task and prioritize effectively
• Strong attention to detail and high integrity
• Ability to apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations
• Flexibility with work schedule including evenings, weekends and holidays and a willingness to adjust to scheduling needs
• Bilingual is a plus

Working Standards

• Ability to lift up to 25 pounds may be required
• Ability to bend, stoop, twist and stand for long periods of time
• Shift times will vary
• Schedule Targeting availability to work: Mondays, Wednesdays, Fridays, and Saturdays
• Average of 25-29 hours a week
• Rage: $22 - $24 per hour

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

Benefits

• Health and welfare benefits provided you meet the minimum work requirement of 20 hours/week
• Employee merchandise discounts
• Paid training and paid time off, such as: vacation, holidays, bereavement and jury duty
• Paid training includes certification from the Gemological Institute of America (following completion of one year service time)
• 401(k) plan with a company match

Equal Opportunity Employer

Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law. Behaviors Preferred: Enthusiastic: Shows intense and eager enjoyment and interest
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Team Player: Works well as a member of a group
Motivations Preferred: Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter: Inspired to perform without outside help