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.  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

• Develop a well-rounded knowledge of James Allen.com and its offerings.
• Provide customer support via in-bound customer calls, email, live chat, and consultative interactions.
• Educate customers on diamonds, gemstones, and jewelry; ensuring that the customer receives the information that best fits their needs.
• Build relationships with each our customer and provide world class service- celebrating life's special events.
• Proactively manage customer expectations; ensure resolutions to unforeseen issues exceed customer expectations on all levels.
• Work as a team to monitor and handle incoming phone calls and chats from customers to ensure efficiency with answer times.
• Accurately enter customers information and process orders efficiently; strong attention to detail is imperative.

Requirements

• Previous retail sales and customer service experience.

• 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