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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
This position is responsible for assisting Signet’s customers with sales and service inquiries, while meeting or exceeding established department goals and quality standards. Responsible for providing world class level of service that supports Signet’s Mission Statement. Team member area of responsibility is Ecommerce. Team member must be proficient in the prior positions of Customer Experience Specialist as well as all Major Responsibilities/Essential Functions below.
Responsibilities
- Independently provides Customer First resolutions using the required tools and systems that Signet C3 relies upon with occasional support from the Leadership Team
- Multi tasks to meet service expectations. Uses excellent knowledge of company websites coupled with ability to recognize how to use those sites for potential sales opportunities
- Uses analytical decision making to research issues and formulate creative Customer First resolutions
- Uses excellent verbal and written communication while responding to and/or resolving customer issues
- Achieves this by acknowledging mistakes, explaining a situation and solution, use of negotiations, empathizing and authentically apologizing to customers when appropriate
- Takes ownership of issues, resolves them, or sends them to the appropriate party for follow up/resolution
- Research and resolves time sensitive, high-pressure issues. Professionally and accurately communicates with parties outside of the department/company (e.g., vendors)
- Uses advanced technical proficiency with Microsoft Suite, navigation of web browsers, use of multiple screens as well as troubleshooting technical issues
- Uses specialized programs/applications (e.g., UPS quantum view, vendor platforms, Radial Now, LP Report activities) and tools such as NBA, Clienteling and KB to effectively and successfully complete day-to-day tasks
- Mentors and coaches peers in job functions of primary responsibility in prior level positions
- Trains peers, provides occasional support in an escalation capacity, demonstrates proficiency in helping others, as well as participates in testing or demonstrations for external parties such as auditors, new vendors, executive leadership
- Desires and performs additional duties and projects assigned
- Consistent regular scheduled attendance and dependability is considered an essential function of this job
Qualifications
- HS Diploma or GED
- Special Order Team Member must be DCA Certified
- Six (6) months’ sales and/or service-oriented field experience
- Ability to work independently in a fast-paced environment
- Strong communication both verbal and written
- Strength in ability to acknowledge, empathize and authentically apologize to guests
- Advanced technical proficiency with Microsoft Suite
- Navigation of web browsers, use of multiple screens
- Ability to troubleshoot basic technical issues
- Specialized programs/applications such as UPS Quantum View, Vendor platforms, Radial Now, LP Report Activities
- Tools such as Clienteling and KB
- Ability to multi-task
- Negotiations both service and sales
- Must be able to work evenings and weekends
- Ability to easily adapt to change