Job Title

The Job Title: Client Services Representative/Gemological Services RepresentativeThe 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. 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-siteErgonomic assessments offered on-site and virtuallyThe 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 benefitsManage 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.Manage the face-to-face and telephonic interactions with clients; responsible for overall workflow to accurately provide services and return stones to clients.Perform intake and return for walk-in clients; be knowledgeable of all GIA services; and provide exceptional customer addition to the responsibilities of L2 Client Services Representative Assistant:Engage with clients and assist with appropriate services for stones being submittedDetailed knowledge of service requirements; fee schedule, rush services and return timesUnderstanding of all new promotions and servicesPerform intake and return, sort and organize stones in accordance with proceduresTrain and engage clients to online self-service tools for account and stone management (MyLab & Client Portal)Facilitate the Pre-process stone cycle; send resultsAssist clients with questions from general phone queue or via emailAll client inquiries must be handled in a timely manner with quality and accuracy.Understand and communicate accounting requirements and limitationsAssist 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 satisfactionPerform other duties as assigned by the supervisor or as per business needsFollow defined procedures/guidelines to perform job (Searchlight); complete tasks through application of detailed procedural knowledge of many different varied processes and methodsUnderstand and leverage Salesforce for client information and account detailsUse 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 questionsAbility to suggest solutions for specific situations with guidance from management (e.g. account credits)GIA reputation is impacted if clients receive inaccurate information/servicesSound 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 functionsProficiency in functional department Standard Operating ProceduresProficiency in Lab production workflowsThorough understanding of GIA policies and proceduresSolid 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 issuesCommunication skills: Strong communication skills to answer clients clearly; ability to write routine reports and correspondenceClient-service skills: Solid skills to retain clients by handling client queries and complaints in a helpful and professional mannerInterpersonal skills: Create positive interactions with clients; client orientation and ability to adapt/respond to different types of situations and charactersPatience: Always maintain a professional image; be polite and have good amount of stress tolerance, especially when interacting with difficult or irate clientsMotivated/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/areasActively 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 peersManage 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.Manage client accounts; be responsible for overall workflow to complete services for assigned clients. Provide technical consultations, as needed, to address clients' gemological inquiries.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 contactResolve 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 mannerWork 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 satisfactionTrain 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 informationStay up-to-date on new grading guidelines and changes to Searchlight for grading proceduresPerform other duties as assigned by the supervisor or as per business needsPerform 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 methodsUse judgment to select best course of action from defined procedures using specialized knowledge and experience of similar situations; assist CSRs with technical consultationsAbility 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/guidelinesGIA reputation is impacted if clients receive inaccurate information/servicesKnowledge, Skills & Abilities (KSAs):Apply in-depth knowledge of the Gemology function and GIA grading resultsMust have excellent communication skills - writing, face-to-face, phone, etc.Education / Training / Experience Requirements:Typically require High School Diploma and 2+ years of related experience within GIA or minimum 6 months experience as a level 1 or equivalent. AJP preferred.Pay Range:$19.50 - $24.00 per hour for CSR$36 - $40 per hour for GSRAn Equal Opportunity EmployerAll 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.