The Service Specialist serves as the primary liaison between customers and the jewelry repair and design team. This role is responsible for receiving, evaluating, and processing jewelry repair and service requests while ensuring accuracy, transparency, and an exceptional customer experience. The specialist provides knowledgeable guidance on repair options, care recommendations, and service timelines, and collaborates closely with jewelers and sales staff to ensure work is completed to quality standards. Strong communication skills, attention to detail, and a customer-focused mindset are essential.

Duties and Responsibilities: Include the following; others may be assigned.

Jewelry Repair

• Primary point of contact for all jewelry repairs brought in by customers.

• Acts as liaison to the repair department for determination of appropriate delivery timelines.

• Ensures each customer item is inspected and tested per company policies to ensure authenticity.

• Accurately documents all details and work to be done.

• Follows up with the repair shop to ensure work is done on time.

• Quality controls each item upon receipt from the repair shop and notifies the customer to pick up the items.

• Delivers items to the customer using the defined Shelle’ Jewelers processes for delivery and packaging.

Customer Experience

• Communicates professionally and effectively with a diverse clientele and members of the team in person and via text, email, or phone.

• Delivers exceptional customer service that includes timely follow-up with customers, effective and quick resolution of customer concerns, and thorough documentation.

• Successfully transitions customers to the sales team as necessary.

• Assists customers with jewelry buying decisions.

Training

• Completes training as required by Shelle's Jewelers.

• Attends meetings or other events as required.

Operations

• Performs daily opening and closing procedures and jewelry inventory procedures as defined in the Employee Manual and Procedural Manual.

• Adheres to all security policies, procedures, and standard operating procedures.

• Efficiently and effectively operates Point of Sale equipment and other industry-specific tools.

• Assists in maintaining an organized, clean, and neat store environment.

• Adheres to all security practices and reinforces basic safety and security for all assets of the company.

• Professionalism: Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows through on commitments.

• Communication: Maintains appropriate, proactive, timely, and consistent communication and correspondence with store leadership and customers regarding purchases, sales and repairs, quotes, events, and follow-ups. Enthusiastically supports coworkers and actively participates in meetings.

• Organized and Attention to Detail: Manages time and resources well. Double-checks work. Maintains quality standards. Remembers details such as repair timeline dates. Asks clarifying questions.

• Customer Service Orientation: Provides the ultimate instore experience through the understanding and use of behaviors outlined in the Eight Steps of Successful Selling. Develops strong personal relationships with customers. Maintains and works an active customer client book with consistent follow-up. Assists in the resolution of customer issues or complaints.

• Integrity: Complies with company values, vision, mission, policies, and procedures. Understands and supports company non-negotiables. Consistently demonstrate zero tolerance for harassment, inappropriate behaviors, racist, sexist, or exclusive behaviors among co-workers, supervisors, direct reports, or peers. Communicates issues in a constructive manner. Seeks out and accepts constructive feedback.

• Personal Accountability: Demonstrates an elevated level of ownership and commitment to accomplishing the objectives as set forth by organization. Achieves the expected results through the execution of behaviors. Demonstrates the desire, capacity, and initiative at completing tasks or achieving goals.

• Self-Development: Seeks out additional learning opportunities and feedback on activities and behaviors to improve self/performance. Demonstrates the capacity to receive constructive feedback. Commits to the improvement of advanced skills and behaviors.

We’re a third-generation family-owned business. We love what we do. And what we do best is make customers happy by providing unparalleled service and exceptional workmanship. All of our design and repair work is done in-house. Our staff includes a certified appraiser, a graduate gemologist, master jewelers, and a knowledgeable sales team. Whether we’re repairing a treasured piece of jewelry, redesigning one for a fresh contemporary look, or creating a distinctive custom design, our elite staff will guide you through the process.