This is a full time, remote role with weekend hours required. Preferred hours of employment are 9AM EST - 5PM EST Sunday - Thursday. Pay is commensurate with experience, with an expected rate of $20.00 per hour. Benefits available to full-time employees include an employee discount, paid vacation, health insurance, and a retirement plan with matching. Our Customer Care Specialist will focus on providing a high level of customer service to ensure client satisfaction at Melanie Casey Fine Jewelry.

Specific Job Duties/Responsibilities:

• Assist with client inquiries regarding our jewelry and policies via email, chat, and phone, as well as backup support of Instagram DMs and other general customer care needs

• Provide clients with the best possible experience with the company through effective communication, timely responses, and an upbeat attitude

• Follow policies and procedures, and reference website, to ensure clients are provided with the best and most accurate details

• Operate the Live Chat and Phone features of the website, making yourself available to provide immediate assistance to clients as needed

• Work with the Production and Shipping teams on any order changes, client order timelines, status updates and rush requests

• Work collaboratively with the rest of the MC team to establish and accomplish company goals

• Collect analytical data for leadership team

• Ensure decisions that are client-focused

A successful candidate will have:

• 3+ years of Customer service experience

• Experience with virtual customer service preferred, particularly phone, chat, email, and social media

• Tech-savvy with experience in online chat and batch email platforms

• GIA or other certifications in diamond and gemstone knowledge is a plus

• Creative approach with extreme attention to detail

• The ability to adhere to schedules and meet deadlines as directed

• The ability to work in a fast-pace environment

• Serious about work quality, but otherwise relaxed and easy-going (we like to have fun here!)

• The ability to receive direct feedback in a positive manner

Required Qualifications/Skills:

• Experience working remotely and collaborating with off-site manager and virtual team members via Slack or other communication channels

• Ability to work a set 40-hour schedule each week including weekends in a self-designated area away from distractions

• Strong organizational skills and ability to multitask

• Problem-solving and decision making skills

• Strong interpersonal skills

• Proven knowledge of performance evaluation metrics in a business setting

• Demonstrated success innovating solutions to increase productivity and profitability

• Strong skills in Google Applications (ie. Google Docs and Google Sheets)

• The ability to match the established company writing voice with clarity, friendliness, and professionalism

• Impeccable grammar and spelling

• Previous experience with Shopify and/or Zendesk a plus