Service Advisor - Boston

US04 Richemont North America, Inc.; Boston (MA); On-site; USD 57,308,000 - 77,366,000; Full time

Job summary

Cartier Boston is seeking a Service Advisor to be the front-line ambassador for client service, providing guidance on merchandise servicing and after-sales resolutions. You will greet clients warmly, understand needs, explain technical service details, and uphold Cartier's service policies while supporting daily boutique operations.

The role requires 2–5 years in luxury retail, a college degree preferred, and proficiency with MS Office; SAP is a plus, weekend availability required.

Qualifications

• 2 to 5 years of luxury retail, service or hospitality experience.
• General knowledge of timepiece movements and Jewelry preferred.

Responsibilities

• Deliver a warm, gracious welcome and exceed client experience expectations.
• Provide service resolutions and explain technical service details to clients.
• Assist with boutique daily setup, inventory, and merchandising upkeep.
• Collaborate with boutique colleagues on sales of accessories, watches and jewelry.

Skills

Customer service

Communication skills

Attention to detail

Multitasking

Education

College degree preferred

Tools

MS Office

SAP

Job description

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

SERVICE ADVISOR - CARTIER, Boston

JOB MISSION As an ambassador of client service and communication for the Boston boutique, he/she is responsible for providing advice and technical explanations and responses to clients as it pertains to the servicing of merchandise. He/she will provide after-sales service resolutions/solutions that meet and/or exceed clients’ expectations, to ensure the highest level of client experience.

Client Service and Client Communication

• Responsible for delivering a warm and gracious welcome with each client while exhibiting boutique values and exceeding client experience expectations
• Meet and/or exceed service timeframes and client expectations for boutique appropriate follow-up to service
• Must understand the client’s needs and identify and discuss appropriate solutions
• Ability to communicate and respond to client's inquiry based on strong knowledge of technical explanations of service
• Possess a strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide an appropriate client experience
• Ability to perform basic product services - strap changes, bracelet sizing (non-gold,) steam cleaning and cord changes.

Sales

• Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
• Apply client experience guidelines and technical expertise to share recommendations with client about service and product sales (straps, links)
• Ability to partner with Boutique colleagues on sales (accessories, watches and jewelry)

Daily Operational Support

• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.).
• Must partner and assist with Boutique daily set up and break down for opening/closing
• Assist with Boutique projects as needed (inventory, organization, restocking of supplies)
• Assist in the merchandising and overall daily maintenance of the cases (i.e. maintain proper visual standards, product maintenance and understock organization)

Education

• College degree preferred.

Required Experience

• 2 to 5 years of previous experience in luxury retail, service or hospitality environment.
• General knowledge of timepiece movements and Jewelry preferred.

Technical Skills

• Must be available to work retail hours including weekends.
• Ability to work in a fast-paced retail store environment.
• Computer and internet Savvy.
• MS Office experience required, SAP knowledge preferred.

Personal Skills

• Additional language skills (Mandarin, Portuguese, Russian) are a plus.
• Excellent interpersonal and communication skills are required.
• Strong understanding of Customer Service needs and Customer (internal and external) priorities.
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision.
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor.

This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer.

Base hourly is between $20 - $27/HR; please note - hourly will be negotiated based on relevant skills and experience.

We Offer We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future! Please note, salaries will be negotiated based on relevant skills and experience. In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.