Job Description : Located at our Mid-town Manhattan Fifth Avenue location, the Customer Service Associate ensures that watch owners receive exceptional After Sales Service . The After Sales Counter team works collaboratively with trained watchmaking professionals to assist watch owners with their questions regarding the repair process. We are looking for candidates with exceptional communication skills and a dedication to exceeding expectations in a way. For this role, we are going to be looking for strong professionalism and poise.
Salary: $60, 000
Schedule: Mon-Fri
Tasks:
-Providing pricing information.
-Providing subject matter expertise and escalation point Assessing watches technically and aesthetically
-Following Company policy Answering internal inquiries regarding the status of watches dropped off for aftersales servicing
-Effectively relaying Company policies, Service rules and offers, to customers in a clear manner Handling customers' watches properly when receiving or returning Performing basic scanning work
-Greeting customers and visitors according to company standards
-Maintaining up-to-date awareness of Service rules and offers for Modern, Classic, Vintage, and Restoration Escalating incomplete warranty issues Allocating service jobs to appropriate departments
-Familiarity with Tudor product & history Handling customer payment authorizations Entering data into Enterprise Resources Planning (ERP) system - Filing watches and/or warranty cards according to standard filing rules Filing watches and/or warranty cards according to standard filing rules
- Reviewing estimates with customers
- Documenting issues of quality Following all SOP for processes according to Rolex standards: registration, quotation, proceeds, invoicing
- Managing standard workflow steps Preparing watches, including a cursory inspection, winding, and setting, to prepare to be returned to customer
- Preparing watches for, and receiving watches from, the daily shuttle Signing in customers, managing their flow
- Taking pictures of incoming watches Taking additional watch photos as requested Performing back-office administrative duties as assigned by supervisor
Knowledge Requirements:
- Basic customer service skills
- Basic watch repair skills – changing batteries, adjusting bracelets, etc. - Enterprise Resource Planning (ERP) system
- Basic use of Microsoft Office Suite Standard Operating Procedures (SOP’s) - RESET training Basic time management Teamwork and willingness to act as part of an overall team on dept goals
- Basic interpersonal skills and emotional intelligence
- Basic professional oral and written communication skills
- Competency in all required computer systems
- Basic understanding of how a watch works
- Basic time management and organizational skills
- Quick service repairs Is coachable and responsive to feedback
Job Type: Full-time
Pay: $60k per year
Ability to Commute:
Ability to Relocate:
Work Location: In person
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