Seasonal Rolex Service Advisor (Administrative)
We have been in business for over 110 years, and we are proud to be a subsidiary of Berkshire Hathaway. Ben Bridge Jeweler has thirty-six stores, across the United States. We are committed to serving our customers with a quality experience and jewelry that will be treasured for generations. Jewelry is more than just an adornment. It is a means of expression, love, personality, and history. Its meaning only grows with time. We don't sell to a customer just once; we want to be their jeweler for life!
Ben Bridge Jeweler's store in Ala Moana Shopping Center is seeking a seasonal part-time Rolex Service Advisor.
Job Summary:
The Rolex Service Advisor shares a passion for excellence in customer experience, supports our customers with all service inquiries, and takes initiative to participate with store activities and expectations. The Rolex Service Advisor reports to the Store Manager. This role is responsible for taking care aftersales service repair, communicating with customers and building rapport through a personalized approach to deliver excellent Rolex service experience
Primary Duties and Responsibilities:
- Handling all aftersales inquiries from customers, including warranty repair, service estimate, complaints, and aftersales link or bracelet order
- Having a strong understanding of how stock, warranty and external repairs are processed, enabling clear communication to our customers through proactive updates on progress and providing customer guidance on Rolex service policies and procedures
- Working with customer to determine their Rolex servicing issue and conveying the customer's concerns with accurate repair descriptions for Rolex watchmaker
- Providing first level support for customer complaints, demonstrating empathy and a professional approach to capturing details, and resolving the issue wherever possible
- Develop authentic relationships with customers by assessing their needs, making personalized service recommendations and creating a memorable experience
- Connect with customers and potential customers and maintain customer information utilizing company supported technology
- May hold additional responsibility as a Keyholder responsible for physically opening and closing the store. Directs business opening and closing procedures. Responds to alarm calls and is available for afterhours maintenance.
- Cultivate an in-depth knowledge of products to provide the best experience for the customer
- Provide Rolex service knowledge, features and benefits to all customer when presenting merchandise
- Works harmoniously and professionally with co-workers and supervisors
- Work with teammates towards store goals, creating a positive working atmosphere, and supporting each other to combine individual strengths to enhance team performance
- Handle client information and appointment details with accuracy and efficiency
- Operate point of sale (POS) system to take payment or obtain credit authorization
- Processes packages, faxes, messages, email and mail which may be either outgoing or incoming in an accurate and timely manner.
- Support maintaining accurate inventory of all merchandise and ensuring merchandise security
- Follow all company policies and procedures. Participate in company training initiatives.
- Perform basic housekeeping, such as vacuuming carpet, cleaning display surfaces, cleaning merchandise, removing trash to designated garbage area
- Other duties as assigned
Education and Experience:
- Minimum of 2 years of relevant fine jewelry luxury retail or luxury hospitality experience is preferred or a combination of 3+ years of customer service experience or education in lieu of selling experience
- Minimum of High School Diploma or equivalent
- Proficiency in POS Software and CRM platform
- Proficiency using Microsoft Outlook, Word and Excel
- Watchmaking experience is a plus
Knowledge and Skills:
- Goal oriented and sales driven with a passion to exceed
- Positive, enthusiastic, team-spirited work style, exhibiting company core values at all times
- Commitment to outstanding customer service
- Excellent listening, written and verbal communication skills; must be fluent in English
- Excellent organization and time management skills, with the ability to multi-task and prioritize effectively
- Strong attention to detail and high integrity
- Ability to apply mathematical concepts such as fractions, percentages, ratios and proportions to practical situations
- Flexibility with work schedule including evenings, weekends and holidays and a willingness to adjust to scheduling needs
- Bilingual is a plus
WORKING STANDARDS
- Ability to lift up to 25 pounds may be required
- Ability to bend, stoop, twist and stand for long periods of time
- Shift times will vary
Pay Range: $20 - $22 per hour
Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.
The seasonal part-time hourly schedule is designed to provide flex staffing during key events and peak selling times.
Ben Bridge Jeweler is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law.
Behaviors
Preferred- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Team Player: Works well as a member of a group
Motivations
Preferred- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Self-Starter: Inspired to perform without outside help
