Client Services Representative

CD Peacock; Oak Brook (IL); On-site; USD 37,000 - 50,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Employee discounts

Job summary

CD Peacock, Chicago's premier jeweler, seeks a Client Services Representative to guide clients through the full repair journey from intake to pickup. You will document, estimate, and communicate timelines while coordinating with jewelers, service partners, and Sales Professionals to ensure a seamless client experience.

Ideal candidates have 2+ years in client service, preferably in jewelry or luxury retail, with strong communication skills and meticulous record-keeping.

Qualifications

• Two or more years of client service experience, preferably in jewelry or luxury retail.
• Ability to explain detailed service information with clarity and discretion.
• Strong attention to detail and accurate records management.
• Comfort using POS, repair-tracking, CRM, email, and related systems.

Responsibilities

• Welcome clients to the repair desk and explain the repair or service process clearly and professionally.
• Document repair intake, item condition, requested work, and client contact information.
• Photograph, tag, package, and securely route client merchandise per security procedures.
• Create and maintain repair records with estimates, authorizations, deposits, and status updates.
• Communicate estimates, costs, timelines, and scope changes accurately to clients.
• Provide proactive updates through the repair process, including delays and revised estimates.
• Coordinate with jewelers, watchmakers, Sales Professionals, and service partners to move repairs forward.
• Review open repair reports and monitor due dates; escalate concerns affecting quality or cost.
• Perform completion review to ensure item matches scope before release to client.
• Prepare items for pickup and process applicable payments; verify authorization.
• Address client concerns with empathy and exercise sound judgment; escalate when needed.
• Maintain an organized, secure repair desk and related administrative tasks.

Skills

Client service

Jewelry/watches experience

Luxury retail

Job description

CD Peacock
The Premier Jeweler of Chicago Since 1837

Family Owned

Official Rolex Jeweler of Chicago, CD Peacock stands as the pinnacle of sophistication in the Chicago area, revered for its exquisite collection of Swiss timepieces, unparalleled diamonds, opulent jewelry, and exquisite gifts. At CD Peacock, we hold the belief that a customer, akin to a rare and flawless diamond, deserves timeless dedication. Leveraging our esteemed position as an internationally acclaimed jeweler, we curate access to the world's most exquisite diamonds, ensuring uncompromised quality and unparalleled value. For well over a century, we've meticulously crafted our legacy upon this principle. Anticipating the pleasure of guiding you towards discovering your perfect diamond—a cherished legacy to grace your life for generations to come.

About the role

The Client Services Representative is responsible for delivering an elevated, accurate, and reassuring experience at the repair desk. This role guides clients through the full repair journey, from intake and documentation through estimates, status updates, quality review, payment, and pickup, while serving as a trusted liaison among clients, Sales Professionals, the repair team, and approved service partners.

What you'll do

• Welcome clients to the repair desk, listen carefully to their needs, and explain the repair or service process in a clear and professional manner.
• Complete accurate repair intake, including documenting the item, its condition, the requested work, client contact information, and any relevant service history.
• Photograph, tag, package, and securely route client merchandise in accordance with established security, chain-of-custody, and loss-prevention procedures.
• Create and maintain complete repair records, including estimates, authorizations, deposits, promised dates, notes, vendor details, client communications, and final disposition.
• Communicate estimates, costs, expected timelines, changes in scope, and required approvals without making commitments that have not been confirmed by the repair team or service partner.
• Provide proactive and timely updates throughout the repair process, including delays, revised estimates, completion, and pickup readiness.
• Coordinate closely with jewelers, watchmakers, Sales Professionals, managers, and approved service partners to move repairs forward and resolve missing information or delays.
• Review open-repair reports, monitor due dates, follow up on overdue work, and elevate concerns that may affect quality, cost, security, or the client experience.
• Perform a careful completion review to confirm the item and documentation match the authorized scope of work before the client is contacted or the item is released.
• Prepare completed items for presentation, schedule or coordinate pickups, process applicable payments, and verify authorization before releasing client merchandise.
• Address client concerns with empathy and sound judgment, resolving matters within the role's authority and promptly escalating sensitive or complex issues.
• Maintain an organized, secure, and client-ready repair desk and support related administrative, shipping, and store-operational needs as assigned.

Qualifications

• Two or more years of client service experience; experience with jewelry or watch repairs, luxury retail, or a comparable service environment is strongly preferred.
• Exceptional verbal and written communication skills, including the ability to explain detailed service information with clarity and discretion.
• Strong attention to detail and the ability to maintain accurate records while handling multiple repairs, deadlines, and client priorities.
• Sound judgment, accountability, and a solution-focused approach to client concerns and operational follow-through.
• Comfort using point-of-sale, repair-tracking, CRM, email, and other business systems, with the ability to learn new tools quickly.
• Ability to handle high-value client merchandise carefully and consistently follow confidentiality, security, and loss-prevention procedures.
• Ability to remain seated or standing for extended periods and lift or carry up to 15 pounds as needed.
• Flexibility to work a retail schedule, including weekends, evenings, holidays, and events based on business needs.
• Commitment to reflecting CD Peacock's Core Values and standards of professionalism, honesty, integrity, and exceptional client care.
• CD Peacock offers a competitive compensation and benefits package, including health benefits, paid time off, employee discounts, and opportunities for professional growth.