Fine Jewelry Returns & Repairs Specialist

Ring Concierge; New York (NY); On-site; USD 46,750 - 63,250; Full time

Benefits offered by this job

Health, Vision & Dental Insurance

Employee discount

Paid time off

Job summary

Ring Concierge is seeking a Returns & Repairs Associate in Midtown NYC to manage end‑to‑end client repairs and damaged returns. The role collaborates with Customer Care, Ecommerce Ops, Bridal, 3PL, and Product Development to ensure quality and timely service.

The ideal candidate has 3+ years in operations or related areas, strong attention to detail, and excellent communication. In‑office work five days a week with full‑time benefits and employee discounts.

Qualifications

• 3+ years in operations, repairs, client service, or order management.
• At least 6 months of fine jewelry quality assurance preferred.
• Strong attention to detail, urgency, and ability to manage high-volume priorities.
• Clear, professional written and verbal communication skills.
• Advanced comfort with Excel/Google Sheets and operational tracking.
• Strong judgment handling escalations and accommodations within guidelines.
• Bachelor’s degree preferred or equivalent experience.

Responsibilities

• Own service cases from intake through completion, ensuring accuracy, timeliness, and documentation.
• Inspect pieces upon receipt and route to proper jeweler for repair.
• Create job bags and keep all repairs organized.
• Research item/service history and maintain detailed case notes.
• Manage timelines and set clear expectations with customers and internal teams.
• Coordinate replacement components with Production as needed.
• Confirm quality standards prior to return shipment.
• Communicate trends and issues with PD.
• Report on trends and findings to support prevention and process improvements.
• Manage damaged return workflows with our 3PL, including photo documentation and investigations.
• Track case outcomes and ensure consistent internal updates.
• Own all client communications related to repairs, damage-in-transit and damaged-return cases.
• Report on trends and findings to support prevention and process improvements.
• Share insights across teams to assess wear & tear, shipping/handling, or quality issues.
• Support escalations and goodwill accommodations within budget/policy.
• Maintain trackers, system updates, and monthly reporting on service volume + turnaround times.

Skills

Operations

Client service

Quality assurance

Excel/Google Sheets

Education

Bachelor’s degree preferred or equivalent experience

Tools

Excel/Google Sheets

Job description

Ring Concierge is seeking a Returns & Repairs Associate in Midtown NYC to manage end‑to‑end client repairs and damaged returns. The role collaborates with Customer Care, Ecommerce Ops, Bridal, 3PL, and Product Development to ensure quality and timely service.

The ideal candidate has 3+ years in operations or related areas, strong attention to detail, and excellent communication. In‑office work five days a week with full‑time benefits and employee discounts.