Customer Care Specialist & Diamond Journey Host

Overview

Customer Experience & Diamond Journey Host

Location:

Kerrville, TX (on-site) Department:
Customer Experience & Brand

Reports To:

Customer Experience Lead & Brand Lead

About Eterneva
Eterneva transforms ashes or hair from a loved one into a one-of-a-kind diamond, turning loss into something tangible, meaningful, and enduring. Every diamond tells a story, and our team plays a critical role in guiding customers through one of the most emotional and important journeys of their lives.

We are looking for a warm, confident, and energetic Customer Experience & Diamond Journey Host to be the face and voice of our customers’ ongoing experience. This hybrid role blends customer communication, storytelling, and on-camera presence. You will be responsible for delivering thoughtful, beautiful updates to customers as their diamonds are created, while also collaborating with our social media team to capture behind-the-scenes content, welcome visitors, and bring the Diamond Journey to life on camera at our Kerrville facility.

If you are naturally outgoing, empathetic, funny, and feel at home talking to both customers and a camera, this role is for you.

Customer Experience & Communication

• Provide consistent, meaningful updates to customers throughout their Diamond Journey
• Translate technical steps in the process into clear, emotional, and reassuring messages
• Manage customer communications via email, phone, video, and internal tools
• Proactively anticipate customer questions and ensure they feel informed and cared for
• Deliver a high-touch, white-glove experience during a deeply personal journey

On-Camera & Social Collaboration

• Appear on camera to help tell customer stories and showcase the Diamond Journey
• Work closely with the social media team to create authentic, engaging content
• Help film updates, behind-the-scenes moments, and educational content at our facility
• Be comfortable improvising, reacting naturally, and bringing personality to content

Facility Tours & Hosting

• Give tours of the Kerrville facility to customers, partners, or special guests
• Act as a warm, knowledgeable host representing Eterneva in person
• Help visitors feel comfortable, informed, and inspired during their visit

No two days are exactly the same, but here is what a typical day might look like:

You start your morning reviewing customer journeys and preparing thoughtful updates for customers currently in progress. You craft messages that are clear, reassuring, and heartfelt, helping customers feel connected to their diamond every step of the way.

Throughout the day, you communicate with customers through emails, video updates, or calls to share milestones, answer questions, and offer reassurance during emotional moments.

You spend part of the day collaborating with the social media team, filming behind-the-scenes content, educational clips, or Diamond Journey moments at the Kerrville facility. Sometimes content is planned and sometimes it is spontaneous, but it is always authentic.

When customers or guests arrive for facility visits, you welcome them and guide them through the process, helping bring their diamond story to life in person.

You connect with Customer Experience, Operations, and Brand teams to ensure timelines are aligned, messaging is consistent, and customers receive seamless communication.

Before wrapping up the day, you queue future updates, note follow-ups, and plan upcoming content or tours so nothing falls through the cracks and every customer feels cared for.

• Naturally outgoing, warm, and empathetic
• Comfortable speaking on camera and in front of groups
• A strong communicator who balances professionalism with personality
• Funny, personable, and not afraid to be yourself
• Highly organized and dependable with customer follow-through
• Emotionally intelligent and able to hold space for both joy and grief
• Excited to be part of a mission-driven company

• Experience in customer experience, hospitality, communications, or hosting preferred
• Comfort using email, CRM tools, and collaboration platforms
• On-camera experience such as social media, hosting, or content creation is a strong plus
• Abilit…