Service Consultant

Jacksonville, FL $36,000.00-$54,000.00

The Service Consultant ensures excellent client service to all internal and external clients by coordinating, prioritizing, communicating, and following up on all Service Orders. They will be responsible for the quality of each aftercare experience, ensuring the department standards are in line with company strategy. This role supports the organization, workflow, special order/spare parts management, long-term operational efficiency, and generation of revenue throughout the Aftercare department.

• Identifying, sharing best practices across the business and demonstrating excellent teamwork across showroom and support services.
• Providing an exceptional client service experience by exceeding client expectations.
• Obtaining a firm understanding of all watch functions and the ability to teach others when necessary.
• Measuring wrist sizes, changing straps, and sizing bracelets.
• Utilizing up‑selling and cross‑selling techniques for aftercare and special‑order services to generate revenue.
• Maintaining constant and clear communication regarding status updates with clients, management, and sales associates on an as needed basis.
• Conducting client outreach/follow up to ensure satisfaction of services and to promote further business.
• Maintaining organization of Aftercare area and toolkits as well as spare parts catalogue.
• Performing monthly audit of repair tools.
• Conducting weekly audit of repairs via Perpetual Inventory and bi‑weekly follow‑up with repairs at vendors/clients.
• Wrapping timepieces for protection, activating warranties, preparing timepieces post‑transaction, and shipping repairs.
• Ensuring a cohesive working relationship between Aftercare and other departments or boutiques.
• Building a strong and collaborative relationship with the Service Centers.
• Responding to client queries by telephone or email within the agreed upon timeframe.
• Overseeing the client repairs process from beginning to end.
• Handling and resolving client complaints with a sense of urgency.
• Maintaining all documentation, objectives, initiatives, PCI compliance and audit policy within the Aftercare department.
• Assisting the manager with general fulfilment duties.
• Representing company and brand values.
• Attending departmental meetings, representing the brand at internal and external meetings and/or trainings.
• Recommending changes to systems and procedures to improve showroom operations and continually reviewing operational practices to ensure best practice at all times.
• Implementing the Equal Opportunities policy into daily activities whenever possible.
• Being responsible for personal health & safety and that of colleagues, in accordance with Health & Safety directives.
• Working in accordance with IT policies and ensuring all new systems and data are secure.
• Performing other projects or tasks as assigned by management.

• Experience with luxury watches.
• Technical knowledge of timepieces and ability to change or size straps/bracelets.
• Knowledge of legal requirements surrounding the role, particularly in Retail law, Health & Safety, and Security.

• Ability to manage and deliver operating costs, identifying suitable efficiency improvements.
• Excellent project, planning, change, and time management capabilities.
• Exceptional communication and interpersonal skills.
• IT literate.
• Highly numerate with the ability to understand and analyse performance and make effective decisions to ensure KPIs are delivered.
• Results focused, understanding what is important to the business and the client.
• Flexible/Adaptable to change.

• Required to stand up for long periods of time.
• Ability to travel when required.

• Schedule flexibility and availability required to accommodate showroom hours, including evenings and weekends.

• Entry level.

• Full‑time.

• Consulting, Information Technology, and Sales.
• Luxury Goods & Jewelry.