Customer Experience Specialist — Multichannel Support & Sales

Helzberg Diamonds; Kansas City (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Helzberg Diamonds seeks a Customer Care Representative to deliver high‑touch service across phone, chat, email, video and social channels. You will assist customers with online purchases, provide product information, resolve issues, and coordinate with stores and SSC to ensure a positive experience.

The role requires problem solving, strong communication, and comfort with technology in a fast-paced environment. Occasional Saturdays and overtime may be required; onsite attendance is essential.

Qualifications

• Associate's degree in Retail Management or Business Administration preferred.
• 1–3 years of experience in customer service required.
• Experience in a retail store environment preferred.
• Sales experience is preferred, but not necessary.
• Strong communication skills and customer service orientation are required.
• Comfortable on camera and able to engage in social media conversations.
• Must be comfortable with technology and able to use desktop software.

Responsibilities

• Assist customers with online purchases via phone, chat, email, video, and social media; promote products and finalize sales.
• Resolve purchase issues and answer questions; coordinate with Store Managers, Regional Managers, and SSC to find the best solutions.
• Enter customer data into the case management system and track responses.
• Communicate product information, policies, and procedures to customers; follow up as needed.
• Support the Customer Care Department with additional projects as assigned.

Skills

Customer service

Communication

Problem solving

Camera presence

Tech savvy

Teamwork

Education

Associate's degree in Retail Management or Business Administration

Tools

Outlook

Excel

Word

Job description

Helzberg Diamonds seeks a Customer Care Representative to deliver high‑touch service across phone, chat, email, video and social channels. You will assist customers with online purchases, provide product information, resolve issues, and coordinate with stores and SSC to ensure a positive experience.

The role requires problem solving, strong communication, and comfort with technology in a fast-paced environment. Occasional Saturdays and overtime may be required; onsite attendance is essential.