VRAI is one of the fastest-growing digital-first direct-to-consumer brands. Modernizing diamond jewelry through the exclusive use of sustainably created diamonds, VRAI has innovation, craftsmanship, and sustainability at the core of its products and values. A global business, VRAI has locations in Los Angeles, San Francisco, NY, Shanghai, Chicago, London, Madrid, and Copenhagen, with more locations on the horizon.
To support our rapid growth and evolution, VRAI is seeking a Customer Experience Specialist to join our growing team. This position will be responsible for ensuring unparalleled customer experience, and prompt problem resolution. The ideal candidate will have a background in direct-to-consumer or start-up environments, would describe themselves as intrinsically motivated, and is excited about helping and building relationships with customers every step of the way. This is a remote position and will require weekend availability.Responsibilities:- Assist and respond to customers with a wide variety of needs via phone, chat, text and email
- Retain a high level of knowledge and familiarity with VRAI’s designs, prices, product specifications, policies, warranties and more to communicate quickly and clearly to customers
- Problem-solve seamlessly, autonomously and quickly, while maintaining a composed and caring demeanor
- Be a trusted advisor and assist clients with jewelry selection, diamond education, jewelry care, and company policy (returns, upgrades, resizes, etc.)
- Diligently track and communicate customer issues, concerns and recommendations within the CX platform
- Pay close attention to the details and practice solution-based thinking
- Grow and maintain customer relationships outside of resolving tickets
- Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions
- Manage repairs, returns, shipping investigations and made-to-order tracking
- Embody and articulate VRAI’s brand values within all customer interactions
Requirements:- Fine jewelry experience required
- E-commerce or retail sales experience required
- Customer service experience via phone required
- Proven ability to close sales in a high-volume environment
- Excellent written and verbal communication skillsTechnologically savvyBachelor’s Degree preferred
- Certified Gemologist from a reputable institution preferred
- Direct to consumer experience a plus
- Must be available weekends
- Possess high emotional intelligence and practice empathy in all situations
- Compassionate, patient and energeticResourceful, self-managed, detail-oriented and quick-thinking
- Solution based thinker
- Willing to go above and beyond for the customer and your team
- Thrive in a fast-paced environmentFlexible - this is a start-up and it’s always evolving
#li-remote
VRAI provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. Additional Perks such as employee discounts are also available.Some plans may not be available pending global locations however other options may be presented.VRAI is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status or any other protected factor under federal, state or local law.
To find out more about VRAI check out:vrai.comfacebook.com/vrai