Retail Concierge

Retail Concierge (Full-Time), Philadelphia, PA

The Showroom Concierge provides an exceptional experience for every Brilliant Earth customer while maintaining a premium showroom environment. You will serve as the initial representation of the company, greeting customers upon arrival and ensuring the best possible experience in our showrooms.  Behind the scenes, you will keep the showroom in pristine condition.  You will balance multiple interactions with attention and care while sharing in the happiest moments of our customers’ lives.  

The ideal candidate will be able to work a schedule that includes weekend days. This role is in-person at our Philadelphia, PA showroom location.

What you’ll do:  

• Proactively greet, check-in, and assist customers, creating a memorable, one-on-one customer experience that reflects our luxury brand and product quality. 
• Act as a brand ambassador, communicating our brand values and company mission of creating a more sustainable, transparent, and compassionate jewelry industry. 
• Conduct post-sale appointments to assist and educate customers returning for pick-ups, exchanges, re-sizing, and other inquiries.  
• Call customers to confirm showroom appointments and answer any pre-appointment questions. 
• Review customer feedback surveys and online reviews, working with your leaders to continuously improve the customer experience. 
• Maintain luxury showroom appearance, cleanliness, and organization, including  executing new product merchandising guidelines.  
• Conduct weekly and quarterly audits to ensure showroom standards are being upheld. Follow through with resolving opportunities identified.   
• Serve as the liaison for all facilities maintenance projects for the location, including troubleshooting and performing minor repairs as needed.  
• Skillfully enforce policies within the waiting room to ensure a safe and pleasant experience for all guests, and ensure product security.  
• Open and/or close the showroom and waiting area.  

What you have:  

• A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door. 
• It’s all in the details. When it comes to our customers’ most significant moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.  
• Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.  
• Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together! 
• A mind for multi-tasking. Whether you’re welcoming a customer or updating our inventory, you’re an expert at managing multiple tasks simultaneously. 

Bonus Points if you have:  

• Experience checking in or assisting customers or clients in a retail, hospitality, or restaurant environment.  
• Experience with POS, CRM or ERP software and Mac operating systems.  
• A passion for socially and environmentally responsible organizations and products 

What We Offer 

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:  

• Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations! 
• Set Schedule. We offer consistent weekly hours, and 2 consecutive days off. 
• Diverse, mission-minded team. We were founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Learn more about our impact and team diversity Here! 
• Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more! 
• Continued Education. Company-sponsored learni