Client Services Representative/Gemological Services Representative
Client Services Representative/Gemological Services Representative
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Job Description
The Job Title:Client Services Representative/Gemological Services Representative
The Company: GIA is the worlds 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 3000 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!
(Input for CB) The Location: This position is located in Carlsbad California at our corporate headquarters.
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 )
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.
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 queues 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 payment 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 application of MS Office (Excel Word PowerPoint)
Proficiency in GIA proprietary systems (Spectrum Salesforce Searchlight MyLaboratory 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
Solid problem-solving abilities: identify problems and fix or escalate as required; fact finding 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 a 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 relationships with others and peers and reconcile difference of opinions with others and peers
Supervision / Autonomy / Authority:
Work under general supervision with a few direct instructions on day-to-day tasks.
Education / Training / Experience Requirements:
Typically require High School Diploma and 2 years of related experience within GIA or minimum 6 months experience as a level 2 or equivalent.
AJP preferred.
Pay Range:
$19.50 - $24.00 per hour
An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race sex religion national origin age disability or any other legally protected status. Reasonable accommodations are available upon request.
Disclaimer: This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
