Client Services Representative
Gemological Institute of AmericaAbout the role
The Job Title: Client Services Representative
The Company: GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA.It offers many competitive health and commuter benefits that promote the well-being of its employees as well as that of the environment. Click here to learn more about GIA!
The Location: This position is located in the heart of the diamond district in mid-town Manhattan, New York. This is on onsite role, 5 days a week, Monday - Friday, with working hours from 9:00 a.m. - 5:30 p.m. EST.
The Culture: We foster an environment of autonomy, performance, and passion. Our team members collaborate extensively across various departments, providing high-quality service to internal staff, stakeholders, and the organization as a whole. We value initiative, cross-functional cooperation, and a commitment to excellence in all our endeavors.
What to expect:
We offer competitive medical, dental, vision and matching 401-K plans (no vesting required)
Paid vacation, sick and holidays, tuition assistance, commuter benefits
Job Summary:
Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide consultations, as needed, to address clients' gemological inquiries that are routine but less technical in nature.
Key Responsibilities:
In addition to the responsibilities of L2 Client Services Representative Assistant:
Influence production and shipping schedules when there are delays/issues
Resolve routine problems (e.g. delays, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
Coordinate with other departments to resolve issues to ensure client satisfaction
Handle intake window as needed
Perform other duties as assigned by the supervisor or as per business needs
Complexity:
Follow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methods
Use judgement to select appropriate action from defined procedures using common sense and prior experience of handling similar situations; seek help from GSRs for troubleshooting complex technical questions
Ability to suggest solutions for specific situations with guidance from management (e.g. account credits)
GIA reputation is impacted if clients receive inaccurate information/services
Knowledge, Skills & Abilities (KSAs):
Sound knowledge and application of MS Office (Excel, Word, PowerPoint)
Sound knowledge and application of GIA proprietary systems (Spectrum, Searchlight, etc.)
Sound knowledge of key GIA people and their roles in production functions
Proficiency in functional department Standard Operating Procedures
Proficiency in Lab production workflows
Thorough understanding of GIA policies and procedures
Ability to apply specialized knowledge of the diamond grading and/or gemology function
Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding to determine the best approach to solve the problems; learn to apply basic analytical thinking to clarify issues
Communication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondence
Client-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional manner
Interpersonal skills: Create positive interactions with clients; client orientation and ability to adapt
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