Customer Service Representative

CUSTOMER SERVICE ASSOCIATE – NATIONAL CALL CENTER

• MUST HAVE high-end concierge experience

LOCATION: Dallas, TX 75201 | Onsite with occasional work-from-home flexibility

COMPENSATION & SCHEDULE

• Starting Salary: $52,000 annually

• Schedule: 40 hours per week

ROLE IMPACT

We are seeking a friendly, professional, and detail-oriented Customer Service Associate to support a high-volume National Call Center for a luxury watch and jewelry service organization. This position focuses on delivering exceptional customer experiences through inbound phone calls, written communications, and accurate service processing. Success requires strong

communication skills, empathy, attention to detail, and the ability to meet customer service quality and productivity goals.

KEY RESPONSIBILITIES

• Handle high volume inbound calls and written inquiries from customers, consumers, and jewelry professionals while providing professional, compassionate service.

• Process customer payments, review service estimates, and accurately enter information into an Enterprise Resource Planning (ERP)

system.

• Respond to customer questions regarding luxury watches, product information, service procedures, and repair processes.

• Maintain first call resolution standards, meet individual performance metrics, and follow established Standard Operating Procedures (SOPs).

• Coordinate with internal departments, escalate complex inquiries when necessary, and complete assigned administrative tasks.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent required; no previous call center or customer service experience required.

• Strong verbal and written communication skills, active listening, emotional intelligence, and the ability to interact professionally with divers customers.

• Basic computer proficiency, attention to detail, and the ability to learn new systems, retain product information, accept coaching, and follow established procedures.

CORE TOOLS & SYSTEMS

• Enterprise Resource Planning (ERP) systems

• Microsoft Office Suite (Word, Excel, Outlook)

• Customer Service and Call Center Phone Systems

• Customer Payment Processing Systems

• Customer Records and Data Entry Systems

• Standard Operating Procedures (SOPs)

PREFERRED SKILLS

• College education or coursework.

• Experience in customer service, inbound call centers, retail, or luxury products.

• Familiarity with watches, jewelry, product servicing, or repair estimates.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to stand; to write and perform data entry on a desktop computer. Employee may work for extended periods at a watchmaking bench.

• The employee is occasionally required to sit/walk/bend; lift and/or carry no more than 50 pounds.

• Specific vision abilities required by this job include close vision, frequent reading and the use of a loupe.

• The noise level in the work environment is usually low.

LEGAL NOTICE

We are an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. Reasonable accommodations are available to qualified applicants and employees with disabilities and for sincerely held religious beliefs and practices in accordance with applicable law.

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