Luxury Jewelry Repair Concierge

Heller Jewelers; San Ramon (CA); On-site; USD 39,000 - 44,000; Full time

Job summary

Heller Jewelers in San Ramon, CA seeks an enthusiastic customer service professional to manage jewelry and watch repairs from intake to pickup. You will assess condition, document pieces precisely, and set accurate timing and cost expectations for clients.

Responsibilities include preparing estimates, coordinating with in-house jewelers and outside service centers, and tracking every repair while keeping clients informed by phone, text, and email. Weekend availability is required.

Qualifications

• 1–2+ years in customer service, ideally in fine jewelry or luxury retail.
• Familiarity with jewelry terminology and common repairs is a plus.
• Excellent organization and follow-through for high-value pieces.
• Warm, professional communication in person, on the phone, and in writing.
• Comfort with POS and repair-tracking software.
• Trustworthy and discreet with clients' valuable items.

Responsibilities

• Greet clients and take in jewelry/watches repairs, assess condition, document pieces, and set expectations.
• Prepare repair estimates and take-in records with photos and descriptions.
• Coordinate with in-house and outside jewelers and service centers.
• Track repairs from intake to pickup and update clients by phone, text, and email.
• Manage shipping, insurance, and chain-of-custody for out-of-shop pieces.
• Handle questions with discretion and elevate when needed.
• Keep repair records and tracking system organized and current.
• Support the sales floor during busy periods.

Skills

Customer service

Organization

Communication

Attention to detail

Discretion

Weekend availability

Tools

Repair-tracking software

POS system

Shipping software

Job description

Heller Jewelers in San Ramon, CA seeks an enthusiastic customer service professional to manage jewelry and watch repairs from intake to pickup. You will assess condition, document pieces precisely, and set accurate timing and cost expectations for clients.

Responsibilities include preparing estimates, coordinating with in-house jewelers and outside service centers, and tracking every repair while keeping clients informed by phone, text, and email. Weekend availability is required.