Client Services Representative/Gemological Services Representative

The Job Title:  Client Services Representative/Gemological Services Representative

The Company: GIA is the world’s foremost authority in gemology. GIA is a global organization with headquarters located in Carlsbad, CA. GIA in Carlsbad boasts a 17-acre ocean view campus that accommodates approximately 600 of its 3,000 total employees worldwide. 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 Carlsbad, California at our corporate headquarters. This is an onsite position.

The Environment: 

• On-site cafe - affordable custom breakfast and lunch meals and Starbucks drinks! 

• Economic friendly services - electric vehicle charging stations on-site 

• Ergonomic assessments offered on-site and virtually 

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 

• Manage face-to-face and telephonic interactions with clients; responsible for overall workflow to accurately provide services and return stones to clients.

We are currently hiring for one position, which may be filled as either a Client Services Representative (CSR) or a Gemological Services Representative (GSR). Please review both job descriptions below. Your experience and qualifications will be used to determine the best fit between the two roles.

Client Services Representative:

Manage the face-to-face and telephonic interactions with clients; responsible for overall workflow to accurately provide services and return stones to clients.

Job Summary:  

Perform intake and return for walk-in clients; be knowledgeable of all GIA services; and provide exceptional customer service.

Key Responsibilities:

In addition to the responsibilities of L2 Client Services Representative Assistant:

• Engage with clients and assist with appropriate services for stones being submitted

• Detailed knowledge of service requirements; fee schedule, rush services and return times

• Understanding of all new promotions and services

• Perform intake and return, sort and organize stones in accordance with procedures

• Train and engage clients to online self-service tools for account and stone management (MyLab & Client Portal)

• Facilitate the Pre-process stone cycle; send results

• Assist clients with questions from general phone queue or via email

• All client inquiries must be handled in a timely manner with quality and accuracy.

• Understand and communicate accounting requirements and limitations

• Assist clients with accepted methods of payments, invoices, statements, etc.

• 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

• 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

• Understand and leverage Salesforce for client information and account details

• 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