Luxury Guest Experience Specialist - Onsite NYC

Effy Jewelry; New York (NY); On-site; USD 33,000 - 40,000; Full time

Job summary

Effy Jewelry in New York City is seeking a Guest Experience Specialist to deliver a high-touch luxury journey from inquiry through post-purchase care. You will manage complex requests and coordinate cross-functional support while upholding our standards of craftsmanship and service.

This on-site role requires strong communication, attention to detail, and the ability to thrive in a fast-paced luxury environment, with day-to-day interactions across repairs, sizing, and special orders.

Qualifications

• 1-3 years of experience in customer service, client relations, retail, hospitality, or call center environments.
• Fluency in English required.
• Bachelor’s degree preferred or equivalent professional experience.
• Experience in luxury jewelry, fashion, or premium retail is a plus.

Responsibilities

• Serve as a primary point of contact for customer inquiries across phone, email, voicemail, and special orders
• Provide personalized support throughout the customer journey, ensuring a seamless and elevated experience
• Address customer concerns with professionalism, empathy, and a solution-oriented mindset
• Act as a trusted liaison for customers regarding repairs, sizing, authenticity, purchases, and trunk show inquiries
• Build strong customer relationships that encourage loyalty and repeat engagement with the Effy brand
• Manage high-volume customer requests while maintaining accuracy and service quality
• Oversee repair fulfillment from intake through completion, including coordination of packing, shipping, and returns
• Conduct in-person sizing appointments and coordinate customer pickups for repairs
• Ensure timely resolution of customer issues in partnership with internal teams
• Maintain organized tracking of customer cases and service requests
• Collaborate closely with repair teams, retail stores, sales teams, and headquarters departments to ensure seamless service execution
• Provide product guidance and purchasing support across Effy retail locations
• Support communication between departments to ensure accurate and timely customer updates
• Contribute to process improvements that enhance the overall customer experience

Skills

Customer service experience

Communication skills

Problem-solving

Attention to detail

Microsoft Excel

Education

Bachelor’s degree preferred

Tools

Microsoft Excel

Microsoft Word

Job description

Effy Jewelry in New York City is seeking a Guest Experience Specialist to deliver a high-touch luxury journey from inquiry through post-purchase care. You will manage complex requests and coordinate cross-functional support while upholding our standards of craftsmanship and service.

This on-site role requires strong communication, attention to detail, and the ability to thrive in a fast-paced luxury environment, with day-to-day interactions across repairs, sizing, and special orders.