Jewelry Service Consultant

CLASSIFICATION

Hourly wage, non-exempt

REPORTS TO

Store Manager; The Office Manager may be assigned to assist with and oversee the Service Department’s daily tasks.

JOB DESCRIPTION

Jewelry Service Consultants care for our customers and provide support to the sales department for point-of-sale transactions, jewelry restoration, repair, service intake and tracking, perform minor repairs such as engraving and battery replacement, product receiving and shipping, special order placement and tracking, and processing of credit and layaway payments. This position requires excellent communication and conflict resolution skills, computer knowledge, and the ability to manage many tasks efficiently in a fast-paced environment.

OBJECTIVES

• To ensure that the service department achieves its monthly profitability target.
• To deliver service in an effort to exceed customer expectations.
• To foster healthy interpersonal relationships with our guests and co-workers.

ESSENTIAL FUNCTIONS

Repair Intake and Layaway Maintenance

• Properly greet every customer according to the Day’s standard.
• Understand warranty policy on all merchandise.
• Accept repairs from customers in accordance with Day's Repair Intake Standards.
• Guide customers with the best possible solutions to repair needs.
• Must exercise proper judgment when accepting jobs that can or cannot be accomplished with the customer's best interest in mind. Must be able to offer options that are in the customer’s best interest.
• Make certain that all repaired items are carefully inspected for quality and cleanliness before the item is released to the customer.
• Follow up to make sure that all jobs promised to the customer are ready to be picked up before the store opens on the promised date, as per procedures defined to monitor open repairs.
• Communicate to customers, on a timely basis, when follow-up is expected from customers on open repair jobs.
• Ensure that all repair jobs that are left are promptly logged into the computer repair program and the computer is updated as prescribed throughout the repair process.
• Ensure that the customer's signature is procured when items are picked up without a claim ticket.
• Comply with Day's Repair Triaging Standards.
• Ensure that customers are personally contacted as promptly as possible on all unredeemed repairs that exceed 60 days.
• Maintain all layaways in accordance with Day's Layaway Standards.

Point of Sale Support and Customer Satisfaction

• The Jewelry Service Consultant must provide point-of-sale support to the Jewelry Sales Consultant, whenever possible, and serve the customer promptly. The priority being that the Sales Consultant is able to return to the sales floor to serve other customers. If the Jewelry Service Consultant is unable to help a customer immediately, they must acknowledge the customer and call another Jewelry Service Consultant for assistance.
• The Jewelry Service Consultant must accomplish the following in order to serve the customer at POS:
• Address the customer with a smile and in a respectful/courteous manner.
• Collect payment or proper charge paperwork.
• Acquire all pertinent customer information for that customer’s account, including but not limited to address, telephone number(s), email address, etc. In the event that customer information has changed, Service Consultants are responsible for updating those changes in the customer information center. The Service Consultant is responsible for the thorough research of that customer’s profile, to ensure that a duplicate account is not created, accurately following POS procedures.
• Key the sale into the POS (Point of Sale) Station.
• Clean, correctly box, and gift-wrap the item if the customer desires.
• Positively reassure the customer of their choice.
• Choose a gift box for the product being purchased as per Day's Box Logic Standards.
• Able to close and reconcile POS Station as required in accordance with Cash Closeout Standards.
• Understand and adhere to Day's check cashing procedures.
• Ensure that the POS Station is supplied with adequate change and bills at all times.
• Ensure that bank deposits are made as soon as possible and within the next day after POS Stations are closed.
• Encourage jewelry and gift sales. The Jewelry Service Consultant should promptly transfer the customer to a Jewelry Sales Consultant or if one is not available, the Service Consultant must assist the customer with their purchase.
• Take special care to ensure that no customer leaves the store unhappy. The Jewelry Service Consultant must transfer the customer to a member of store management if unable to resolve the complaint.

Day’s Credit

• When new items are charged on Day’s credit, the Jewelry Service Consultant must ensure that the customer’s account has available credit. The Service Consultant must also inform the customer about the payment terms of their credit purchase.
• When a Jewelry Service Consultant deals with a customer whose status is delinquent (30 days past due or greater), the Service Consultant must ensure the following:
• Discreetly inform the customer of the status.
• Negotiate with the customer to formulate a plan to return the account to a “current” status.
• Utilize the Credit Department when necessary.

Work Environment, Supplies, and Tools

• Follow the rules of store security and Company policies relating to security.
• Keep all work areas clean, neat, free of clutter, and efficiently organized.
• Must logistically organize all tools, supplies, and equipment so the department can operate as efficiently as possible.
• All tools, machinery, and equipment must be correctly maintained to optimize operational function and provide a safe work environment.
• The Jewelry Service Consultant must work safely in compliance with OSHA requirements.
• Keep up a consistent schedule for maintenance, cleaning, and organization of all service work areas and service-related equipment.
• Ensure that there are adequate supplies of frequently used findings and replacement stones on hand at all times.

Special Orders

• Process special orders as quickly and efficiently as possible in compliance with Day's Special Orders Procedures.
• Process customer transfer requests in accordance with Transfer Request Standards.

Shipping and Mailing

• Jewelry Service Consultants will be responsible for properly packaging, ensuring, and shipping all customer orders and out-of-store repairs in compliance with Day's shipping standards.

COMPETENCIES

• Patience
• Great listener
• Kind and empathetic
• Task organization skills
• Conflict Resolution skills
• Possess good communication skills
• Have good moral character due to high-value products

WORK ENVIRONMENT

This job operates in a jewelry service area. This role routinely uses standard jewelry repair and manufacturing equipment such as polishing, steaming, and hand tools. Some toxic chemicals are used in the jewelry restoration process. A computer is used to track customer repair jobs and provide email communication. Frequent telephone, printer, and photocopier use is required. Safety features and protective personal equipment are provided by the company.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is regularly required to talk and hear. This position requires frequent standing, walking, crouching, bending, and occasional sitting. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds. Frequent grasping, reaching, and fine finger dexterity and motor skills are required. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK

Days and hours of work vary depending on the needs of the store. The retail store is open generally six days a week, nights, and some holidays. This position regularly requires long hours and weekend work, especially during peak holidays such as Mother’s Day and Christmas.

REQUIRED EDUCATION AND EXPERIENCE

High School Diploma or GED

PREFERRED EDUCATION AND EXPERIENCE

Two+ years’ experience in a retail customer-service-related role, jewelry experience, JA, DCA, and GIA Certifications

AAP/EEO STATEMENT

H. E. Murdock Co Inc., DBA Day’s Jewelers is committed to equal employment opportunity and employs all qualified persons without regard to race, color, religion, national origin, sex, age, sexual orientation, handicap, or any other classification protected by the federal, state or local laws.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Signatures:

• This job description has been approved by all levels of management:

Manager____________________________________________________

The employee signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position.

Employee__________________________________________________________ Date_____________