Client Success Specialist - Queens, NY

Tiffany & Co.; New York (NY); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) with company match

Paid time off

Parental leave

Job summary

Tiffany & Co. in New York is seeking a Client Success Specialist to deliver exceptional after-sales service for luxury clients, including repairs and adjustments. You will be the main contact for complex inquiries, ensuring accuracy in estimates and timely communication.

You will collaborate with repair, sales and logistics, maintain detailed CRM records, and uphold the brand’s high service standards. Strong communication and prior luxury experience are required.

Qualifications

• High school diploma or equivalent.
• 2+ years of business experience with a strong operational background.
• Experience in a luxury environment with high service standards.
• Excellent written and verbal communication skills for professional correspondence.
• Proven ability to manage client expectations and solve problems empathetically.

Responsibilities

• Cultivate and maintain strong relationships with clients, providing proactive support.
• Manage escalated client concerns and delicate situations with professionalism, especially during repairs.
• Clearly communicate timelines and potential outcomes to clients, ensuring transparency.
• Create online and written estimates and ensure all technical details are accurate.
• Maintain in-depth product knowledge and collaborate with repair, sales and logistics teams.

Skills

Communication skills

Problem solving

Analytical thinking

Client service

Adaptability

Education

High school diploma

Tools

AS400

MIPS

POS

Salesforce

Microsoft Office

Job description

At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love. It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past whiledreaming of our future.

The Client Success Specialist is a pivotal role that is responsible for ensuring an exceptional after-sales service experience, upholding the unparalleled standards of luxury service that define Tiffany & Co. The Client Success Specialist will be the primary point of contact for complex client inquiries, particularly those related to repairs, adjustments, and will play a critical role in maintaining client satisfaction and loyalty.

Key Responsibilities:

• Client Relationship Management: Cultivate and maintain strong relationships with clients, providing personalized and proactive support. Understand individual client needs and preferences to deliver tailored solutions.
• Issue Resolution & Escalation Management: Expertly manage escalated client concerns and delicate situations with grace and professionalism, particularly those involving unhappy clients and items undergoing repair. Transform potentially negative experiences into positive outcomes through effective communication, problem-solving, empathy and de-escalation tactics.
• Client Expectation Management: Clearly communicate timelines, processes, and potential outcomes to clients, setting realistic expectations and ensuring transparency throughout the service journey.
• The three core aspects that the Client Success Specialist is responsible for are creating both online and letter detailed estimates ensuring all technical information is accurate and all aspects of the client’s request are met, taking client calls in a timely manner to maintain service level requirements and responding to client emails thoroughly, efficiently and timely to maintain service level requirements.
• Product Knowledge & Development: Maintain an in-depth understanding of Tiffany & Co. products, materials, and services, including new developments and service offerings. Continuously update knowledge to accurately advise and assist clients.
• Feedback Integration: Actively solicit and analyze client feedback to identify recurring issues, suggest improvements to service delivery, and contribute to the continuous enhancement of client experience.
• Collaboration: Work collaboratively with cross-functional teams, including repair services, sales, and logistics, to ensure seamless communication and efficient resolution of client requests.
• Documentation: Maintain accurate and detailed records of client interactions, service requests, and resolutions within our repair and CRM system.

Required Qualifications:

• High school diploma or equivalent
• Minimum 2 years business experience with strong operational background
• Proven experience working within a luxury environment, demonstrating an understanding of discerning client expectations and service standards.
• Exceptional written and verbal communication skills, with a proven ability to craft clear, concise, and professional business correspondence.
• A strong passion for helping others succeed and a natural inclination towards empathetic problem-solving.
• Demonstrated ability to manage client expectations effectively and navigate challenging client interactions with composure.
• Strong analytical thinking skills, capable of dissecting complex issues and devising effective solutions.
• Ability to adapt quickly to product developments and service enhancements.
• Proficiency in relevant CRM (client relationship management) software and Microsoft Office Suite.

Preferred Qualifications:

• Experience in client care, client service, or client success role within the jewelry or luxury retail sector.
• Familiarity with repair processes and after-sales service in a luxury context.
• Experience working in client facing technical, or luxury retail environment.

Knowledge in AS400, MIPS, POS or Salesforce

The hiring range for this position ranges from $21- $28/hr. The rate of pay offered will depend upon candidates’ relevant skills and experience.

Tiffany & Co. is formed from many facets - talented people who make our community stronger with their creativity, perspective, and lived experience. Creating an inclusive workplace and workforce where everyone belongs is at the core of our values. We’re committed to creating a more inclusive jewelry industry that empowers people of all backgrounds to shine and evolve to new heights.

We believe reaching your full potential requires a solid foundation, and your well-being is a central pillar. Tiffany employees are eligible for comprehensive benefits, including global benefits like adoption and surrogacy assistance, and parental leave, as well as programs that support mental, emotional, physical, and financial well-being. We also offer competitive pay, medical, dental, and vision insurance, 401(k) plans with company match, paid time off, alongside other meaningful employee offerings.