Customer Service Specialist

Job DescriptionLocated at our Mid-town Manhattan Fifth Avenue location, the Customer Service Associate ensures that watch owners receive exceptional After Sales Service. The After Sales Counter team works collaboratively with trained watchmaking professionals to assist watch owners with their questions regarding the repair process. We are looking for candidates with exceptional communication skills and a dedication to exceeding expectations in a way. For this role, we are going to be looking for strong professionalism and poise.Salary: $60, 000 Schedule: Mon-FriTasks:-Providing pricing information.-Providing subject matter expertise and escalation point Assessing watches technically and aesthetically-Following Company policy Answering internal inquiries regarding the status of watches dropped off for aftersales servicing-Effectively relaying Company policies, Service rules and offers, to customers in a clear manner Handling customers' watches properly when receiving or returning Performing basic scanning work-Greeting customers and visitors according to company standards-Maintaining up-to-date awareness of Service rules and offers for Modern, Classic, Vintage, and Restoration Escalating incomplete warranty issues Allocating service jobs to appropriate departments-Familiarity with Tudor product & history Handling customer payment authorizations Entering data into Enterprise Resources Planning (ERP) system - Filing watches and/or warranty cards according to standard filing rules Filing watches and/or warranty cards according to standard filing rulesReviewing estimates with customersDocumenting issues of quality Following all SOP for processes according to Rolex standards: registration, quotation, proceeds, invoicingManaging standard workflow steps Preparing watches, including a cursory inspection, winding, and setting, to prepare to be returned to customerPreparing watches for, and receiving watches from, the daily shuttle Signing in customers, managing their flowTaking pictures of incoming watches Taking additional watch photos as requested Performing back-office administrative duties as assigned by supervisorKnowledge Requirements:Basic customer service skillsBasic watch repair skills - changing batteries, adjusting bracelets, etc. - Enterprise Resource Planning (ERP) systemBasic use of Microsoft Office Suite Standard Operating Procedures (SOP's) - RESET training Basic time management Teamwork and willingness to act as part of an overall team on dept goalsBasic interpersonal skills and emotional intelligenceBasic professional oral and written communication skillsCompetency in all required computer systemsBasic understanding of how a watch worksBasic time management and organizational skillsQuick service repairs Is coachable and responsive to feedbackJob Type: Full-timePay: $60k per yearAbility to Commute:Manhattan, NY (Preferred)Ability to Relocate:Manhattan, NY: Relocate before starting work (Preferred)Work Location: In person

Created: 2025-09-25