Gemological Institute of America

Client Services Representative/Gemological Services Representative


Pay$19.50 - $24.00 / hour
LocationCarlsbad/California
Employment typeFull-Time

This job is now closed

  • Job Description

      Req#: R0010864

      The Job Title: Client Services Representative/Gemological Services Representative

      The Company: GIA is the world’s 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 3,000 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. C lick here to learn more about GIA!

      The Location: This position is located in Carlsbad, California at our corporate headquarters. This is an onsite position.

      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 required )

      • 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.

      We are currently hiring for one position, which may be filled as either a Client Services Representative (CSR) or a Gemological Services Representative (GSR). Please review both job descriptions below. Your experience and qualifications will be used to determine the best fit between the two roles.

      Client Services Representative:

      Manage the 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 queue 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 payments, 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 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

      Gemological Services Representative:

      Manage assigned Tier 1 – Tier 2 client accounts; be responsible for overall workflow to complete services for assigned clients. Provide technical consultations, as needed, to address clients' and public gemological inquiries.

      Job Summary:

      Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide technical consultations, as needed, to address clients' gemological inquiries.

      Key Responsibilities:

      In addition to the responsibilities for L3 and L4 (as needed):

      • Provide in-person technical gemological consultations to clients as needed (Hands-on. Showing inscription, showing the client an inclusion, etc.)
      • Escalation point for CSRs and Sr. CSRs to provide technical verbal consultations/explanations of reports and/or comments.
        • Manage Technical queue to ensure 2 hour SLA for initial contact
      • Resolve technical/complex problems (e.g. damage, mistakes) by troubleshooting, determining root cause and identifying the most appropriate response (coordinates with others to expedite solutions as needed)
      • Monitor client accounts to ensure services are completed in a timely manner
      • Work directly with client to handle queries, add/change services, arrange shipments, discuss report results, etc.
      • Coordinate with other departments to resolve issues to ensure client satisfaction
      • Train and mentor junior staff on technical subjects; recommend monthly learning “Clarity Sessions”
      • Assist with system testing as required
      • Complete ongoing education and stay on top of industry trends, GIA research and gemological information
      • Stay up-to-date on new grading guidelines and changes to Searchlight for grading procedures
      • Perform other duties as assigned by the supervisor or as per business needs

      Complexity:

      • Perform job (Searchlight) with guidance from defined procedures/guidelines; complete tasks through application of in-depth technical and procedural knowledge of many different varied processes and methods
      • Use judgment to select best course of action from defined procedures using specialized knowledge and experience of similar situations; assist CSRs with technical consultations
      • Ability to provide solutions for specific situations and suggest solutions to management for approval (e.g. account credits)
      • Solutions derived from non-routine problems can lead to improvements of existing processes/guidelines
      • GIA reputation is impacted if clients receive inaccurate information/services

      Knowledge, Skills & Abilities (KSAs):

      In addition to the skills outlined in the Level 3 CSR & & Level 4 Sr. CSR, require the following skills:

      • Apply in-depth knowledge of the Gemology function and GIA grading results
      • Must have excellent communication skills - writing, face-to-face, phone, etc.

      Pay Range:

      $19.50 - $24.00 per hour for CSR

      $36 - $40 per hour for GSR

      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.

  • About the company

      The Gemological Institute of America is a nonprofit institute dedicated to research and education in the field of gemology and the jewelry arts and based in Carlsbad, California.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.