Customer Service Representative

About TraxNYC

TraxNYC is one of New York Citys leading custom jewelry houses, serving global clientele with premium gold, diamond, and luxury timepiece designs. Our brand thrives on precision, creativity, and execution at the highest level and were now seeking a driven, versatile professional to help us elevate our customer experience and internal operations.

The Role

Were hiring a Customer Service & Operations Specialist someone who does far more than just answer phones . Youll act as the bridge between our clients, sales team, and production departments, ensuring every customer interaction reflects the excellence our brand is known for.

This role is ideal for someone who is:

• Career-focused , not clock-focused.
• Solution-oriented , not excuse-oriented.
• Comfortable in a fast-moving luxury environment , directly supporting management and improving systems daily.

Youll be trained directly by senior leadership and play a hands-on role in optimizing communication, tracking orders, managing escalations, and ensuring smooth coordination across departments.

Key Responsibilities

• Handle all client communications (calls, emails, reviews) with precision, calm, and clarity.
• Support high-end sales clients with order updates, logistics, and after-sales service.
• Collaborate directly with the Sales Manager and team leads to strengthen processes.
• Track and follow up on production and repair timelines with accuracy and urgency.
• Identify recurring client issues and propose operational improvements.
• Assist with CRM management, documentation, and cross-department coordination.
• Contribute ideas and help build better systems not just follow them.

What Were Looking For

• 1+ years of jewelry or luxury industry experience (required for top consideration).
• Strong communication and written skills , with a professional, composed presence.
• Highly organized and adaptable able to pivot quickly and manage multiple tasks.
• Team player mindset with the humility to learn and the confidence to lead when needed.
• Tech literate able to learn CRM systems, Google Workspace, and Monday.com.
• Authorized to work in the U.S.

Compensation & Growth

• $20$25/hr depending on experience and contribution.
• Paid Time Off + Employee Jewelry Discounts + Bonus for Good Reviews.
• Real growth opportunities into Sales Operations, Executive Assistant, or Customer Experience Management roles.
• Direct mentorship from company leadership and exposure to the business end of luxury jewelry.

This Role Is Not For You If:

• Youre looking to just answer calls.
• You avoid accountability or shy away from fast-paced environments.
• You prefer routine over growth.

Apply If You:

• Take pride in your communication, presentation, and follow-through.
• Want to build a career in the jewelry or luxury service industry.
• Thrive on structure, leadership, and being part of a winning team.

TraxNYC

New York, NY 10036

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Ability to Commute:

• New York, NY 10036 (Required)

Work Location: In person

We recommend submitting one page resumes.