Client Services Representative

Location: New York

** The Company:
** to learn more about GIA!
** 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:
*****
* 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/respond to different types of situations and characters
* Patience:
Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clients
* Motivated/take initiative:
Identify opportunities for improvements in processes or efficiencies and new approaches for existing processes and communicate these observations to management; cross-trained in other functions/areas
* Actively communicate with others in a timely & professional manner; maintain positive and collaborative working relationship with others and peers and reconcile difference of opinions with others and peers
**** Supervision / Autonomy / Authority:
**** Work under general supervision with few direct instructions on day-to-day tasks.
**** Education / Training / Experience Requirements:
***** Typically require High School Diploma
* 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent.
* AJP…