Administrative Customer Service Representative

 About R2net/James Allen

James Allen is the fastest growing online retailer of diamond engagement rings. Providing a virtual diamond shopping experience that rivals a storefront, James Allen focuses on the customer experience . From our highly trained Consultants, to our 360° viewing technology, virtual try on feature, and 30x magnification, James Allen is able to provide customers with the ability and confidence to see the diamond before they purchase.

At James Allen, we provide customers with a consultative, customer advocate based experience; presenting merchandise and detailed information on features and benefits that fit the customer’s needs. Open 24 hours a day, 7 days a week, 363 days a year, our customer service team continues to exceed customer service boundaries with net promoter scores that are industry leading.

We provide paid training on diamonds, gemstones, & jewelry, as well as ongoing training to assist in the growth and development of your career with James Allen.

Job Description

As a Customer Service Representative with James Allen, you will become a Diamond & Jewelry Consultant able to assist customers with a variety of inquiries and situations.  As part of our admin team, you will handle and review orders from the time they are placed and put into production along with service order types. This position is full time, in-office at our Frederick, MD customer service center and requires the ability to work a flex schedule 5 days a week which includes two evening shifts and three shifts along with one weekend shift.

Responsibilities

• Verify customer and order information for accuracy, checking it against previously obtained information as necessary.
• Prepare customer receipts and shipping documents.
• Follow administrative service procedures, policies and standards.
• Monitor customer interactions through multiple channels to ensure quality and speed of service.
• Takes ownership of customer’s issues and follow problems through to resolution.
• Directly reviews and process high value, high risk purchases and evaluates potential loss.
• Keep accurate records and document administrative service actions and discussions.
• Develop and implement initiatives, strategies and programs to obtain key service level metrics.
• Improve customer service quality results through monitoring and organization.

Requirements

• Two years experience handling high touch customers and account resolution

• Flexibility to work evening and day hours, including weekends, and holidays in office at our Frederick, MD customer service center.  
• Ability to maintain excellent attendance and punctuality standards. Weekends required.
• Ability to work in a fast paced environment and maintain excellence in listening, written, and verbal communications.
• Ability to complete 8 weeks of in office training during regular work hours (Monday - Friday 9am-6pm).

Preferred Qualifications

• Computer proficiency with use of multiple programs

Benefits

Benefits including medical, dental, vision and prescription insurance (full-time Team Members)

• 401(k)
• Stock Savings Plan
• Paid vacation
• Paid holidays (full-time Team Members)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid parental leave