Repair Liaison

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

Full-time | On-site

WHAT YOU'LL DO

• Greet clients and take in jewelry and watch repairs: assess condition, document pieces carefully, and set clear expectations on timing and cost
• Prepare accurate repair estimates and take-in records, including photos and descriptions of each item
• Coordinate with our in-house jewelers and watchmakers, as well as outside vendors and brand service centers
• Track every repair from intake to pickup and keep clients updated proactively by phone, text, and email
• Manage shipping, insurance, and chain-of-custody for pieces sent out for service
• Handle client questions and concerns with patience and discretion, and elevate when needed
• Keep repair records and our tracking system organized and current
• Support the sales floor and service counter during busy periods

This list of responsibilities is not exhaustive. Other duties and special projects may be assigned as business needs evolve.

WHAT WE'RE LOOKING FOR

• 1-2+ years in customer service, ideally in fine jewelry, watches, or luxury retail
• Familiarity with jewelry and watch terminology and common repairs (sizing, stone setting, battery replacement, overhauls) is a strong plus
• Excellent organization and follow-through. You'll be tracking many high-value pieces at once
• Warm, professional communication in person, on the phone, and in writing
• Comfort with POS and repair-tracking software
• Trustworthiness and discretion when handling clients' valued and sentimental items
• Availability to work weekends

WHY HELLER JEWELERS

• A multi-generational, family-owned business with a reputation for exceptional service
• Hands-on exposure to fine jewelry and luxury watch brands
• A supportive team that values craftsmanship and long-term client relationships

Pay Rate is $28 - $32 DOE

Heller Jewelers is an equal opportunity employer.