Luxury Customer Service Representative & Sales Support

Job Description

Job Description

Position Overview

TraxNYC is seeking a high-performance Customer Service & Client Experience Specialist to operate at the center of our customer-facing operations.

This role sits within a team environment handling 200+ inbound calls daily , along with consistent email volume and client follow-ups. Calls are handled on a first-come, first-serve basis , requiring strong awareness, urgency, and initiative at all times.

This is not a passive customer service position. You will be expected to manage client communication while coordinating across sales, production, shipping, repairs, and verification/accounting , ensuring every issue is resolved with speed and precision.

The ideal candidate can handle volume without losing structure, take ownership of client situations, and actively contribute to improving internal operations.

Core Responsibilities

• Manage inbound communication (calls + email) with speed, clarity, and professionalism
• Provide accurate updates on orders, custom production timelines, and shipping
• Handle returns and repairs end-to-end, including issuing and tracking shipping labels
• Identify and qualify client opportunities, routing leads to the sales team
• Maintain accurate internal records using CRM systems and monday.com
• Coordinate across departments:
• Sales
• Production
• Shipping
• Repairs
• Verification / Accounting
• Monitor and respond to customer reviews and public feedback
• Proactively reach out to dissatisfied clients to resolve issues before escalation
• Identify recurring issues or delays and report them directly to management

Operational Expectations

• Operate effectively within a shared high-volume call environment (200+ daily across team)
• Maintain strong responsiveness in a first-come, first-serve system
• Be proactive in picking up and managing client interactions
• Balance speed with accuracy across multiple workflows
• Take full ownership of client cases from start to resolution
• Communicate internally with clarity and purpose
• Remain composed and professional under pressure

Ideal Candidate Profile

• Prior experience in customer service (luxury, jewelry, retail, or hospitality preferred)
• Strong organization, multitasking, and follow-through
• Clear and professional written and verbal communication
• Ability to operate in a fast-paced, high-expectation environment
• Composed, solution-oriented mindset under pressure
• Strong awareness of client experience and business impact
• Familiarity with CRM systems; monday.com is a plus
• Authorized to work in the U.S.

Compensation & Growth

• $20.00 – $25.00/hour (based on experience)
• Performance-based growth opportunities
• Pathways into:
• Sales Support
• Operations / Logistics
• Client Experience Leadership

Schedule

• Monday – Friday
• Shift Options:
• 10:00 AM – 6:00 PM
• 2:00 PM – 10:00 PM
• Occasional weekend availability may be required

Location

In-person — New York, NY 10036 (Diamond District)

Perks & Benefits

• Paid time off
• Employee discount on fine jewelry
• Direct access to management
• Exposure to high-level luxury jewelry operations

About TraxNYC

TraxNYC is one of New York City’s leading custom jewelry brands, operating at high volume with a strong focus on quality, speed, and client trust.

Team & workspace:

Instagram:
TikTok:
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Final Note

This role is designed for individuals who are proactive, responsive, and accountable in a real-time, high-volume environment.

If you are looking for a passive customer service position, this is not the role.

If you are looking to operate at a high level and grow within a structured, performance-driven organization, we want to hear from you.

About Us: TraxNYC Jewelry is a leading name in the jewelry industry, renowned for our unique designs and unparalleled quality. We are committed to crafting exquisite jewelry pieces and providing exceptional customer service.

Company Description

About Us: TraxNYC Jewelry is a leading name in the jewelry industry, renowned for our unique designs and unparalleled quality. We are committed to crafting exquisite jewelry pieces and providing exceptional customer service.