Customer Service

Customer Service Representative

The 1916 Company is a premier luxury watch, fine jewelry, and diamond company with boutiques in Philadelphia, Baltimore, Delaware, Denver, Scottsdale, and Newport Beach and Manhattan Beach California and Collector's Lounges in major US cities and around the world. At The 1916 Company we are committed to delivering exceptional client experiences and supporting our teams with excellence and precision. We are seeking a highly organized and proactive Customer Service Representative to provide comprehensive administrative and operational support across our luxury retail initiatives.

Our after-sales service team helps customers find the best solution to their jewelry and watch needs in a trusting, comfortable environment. We pay close attention to detail, manage multiple tasks simultaneously, and communicate clearly because our customers' items are precious and, in some cases, irreplaceable. Ideal candidates have experience in luxury retail, fine jewelry or watch service, luxury hospitality, or luxury automotive.

Major Duties & Responsibilities

• Serve as the primary liaison between clients, sales associates, jewelers, watchmakers, and vendor partners.
• Write up items for service; verify gemstones, confirm watch brands styles, and document condition upon intake. Test all diamond jewelry with a diamond tester.
• Create and enter repair tickets, estimates, completion dates, and pick-up dates into the POS system.
• Explain The 1916 Company pricing, service timelines, and shipping and handling charges to clients clearly and confidently.
• Provide clients with status updates and notify them promptly of any delays.
• Communicate daily with vendors. Calculate estimates and relay to the appropriate client.
• Prepare, package, and ship items to vendor partners for services beyond in-house capabilities.
• Perform basic services including jewelry cleaning, watch bracelet sizing, strap and battery changes.
• Complete quality control on all finished repairs prior to client notification.
• Prepare finished items for pick-up, confirm pricing, and record all information.
• Listen to client concerns and resolve issues professionally. Escalate to management when necessary.
• Maintain organized files including job bags, shipping records, and service documentation.

Minor Duties & Responsibilities

• Support sales associates with repair questions and client follow-up.
• Assist with morning and evening jewelry and watch case placement and retrieval.
• Answer phone calls and direct calls to the appropriate associate.
• Order watch bands and place special orders as needed.
• May assist with sales, restocking, cash balancing, deliveries, and store upkeep.
• Participate in semi-annual inventory. Perform other duties as assigned.

Qualifications/Skills

• Minimum 2 years in luxury retail, fine jewelry or watch service, luxury hospitality, or luxury automotive; or equivalent combination of training and experience. On-the-job training is provided.
• Genuine interest in fine jewelry and watches.
• Strong multitasking ability without sacrificing client service quality.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office; experience with POS or repair platforms (Salesforce and Netsuite) are a plus.
• Ability to resolve client issues, prioritize tasks, and manage multiple repairs simultaneously.
• Available for retail hours including weekends and some holidays.
• All candidates subject to a background check prior to hire.

Compensation & Benefits

• Pay: $23.00 per hour, depending on experience
• Health, dental, and vision insurance for full-time employees
• 401(k) plan
• Paid time off and paid holidays
• Employee discount