Repair Liaison

Performs daily repair administrative duties and provides guest service support and assistance. Makes sure guests’ needs are exceeded, complaints are resolved, and service is timely and efficient. Attain personal performance standards by serving as a backup to sales representatives and staffing the sales floor as needed. Primary Responsibilities

1. Contributes to an environment of total guest service by providing high level guest service and adhering to the Company’s guest first philosophy.
2. Answers phones, performs guest calling (including repair estimates and follow-up), and explains procedures and policies related to repairs.
3. Inspects and checks in-bound repairs into the POS system.
4. Inspects jewelry to evaluate the condition and identify necessary repairs. Determines need and suggests services, including appraisals.
5. Polishes and cleans jewelry as needed.
6. Completes repair ticket paperwork, enters information into the Job Entry system, and prepares outbound repair shipments.
7. Maintains repair drawer to make sure items are not past unclaimed status. Sends repairs to Field Support Center as unclaimed as needed.
8. Maintains repair cleaning station in a clean and organized manner.
9. Reviews repair reports to verify jobs were invoiced properly.
10. Provides status of repairs in order to communicate between the Design & Service Center and guest.
11. Achieves sales goals by actively assisting the sales floor as needed. Utilizes store