Customer Experience & Client Relations

Customer Experience & Client Relations Specialist

CAZA Collective is partnering with an established luxury jewelry company seeking an experienced Customer Experience & Client Relations Specialist to join its team in Great Neck, New York. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and building lasting client relationships. The ideal candidate is polished, personable, and service-driven, with the ability to create meaningful connections while supporting customers throughout their journey with the brand. As an integral member of the team, you'll play a key role in strengthening customer loyalty through proactive outreach, post-purchase follow-up, customer support, and relationship-building initiatives that contribute to long-term business growth.

The Customer Experience & Client Relations Specialist is responsible for supporting a luxury customer experience through proactive customer outreach, post-purchase follow-up, client re-engagement, customer feedback collection, and day-to-day customer service. Working from an established customer database, this individual will build relationships with existing customers, maintain accurate customer records, support future CRM initiatives, and partner closely with Sales, Marketing, Operations, and Leadership to enhance the overall customer experience. Success in this role requires someone who is organized, empathetic, proactive, and committed to providing an exceptional level of service with every customer interaction.

Key responsibilities include:

• Conduct proactive outreach to customers following their purchase to ensure satisfaction and strengthen long-term relationships.
• Gather customer feedback and identify future sales opportunities, special occasions, and product interests.
• Re-engage previous customers and invite them to upcoming events, trunk shows, and brand experiences.
• Answer inbound phone calls and customer emails with professionalism and a solutions-oriented approach.
• Assist customers with questions regarding orders, repairs, returns, exchanges, and product information.
• Maintain and update customer records using Microsoft Excel while supporting future CRM implementation.
• Document customer interactions, follow-up activities, feedback, and service requests accurately.
• Collaborate with Sales, Marketing, Ecommerce, Operations, and Leadership to improve the customer journey.
• Escalate sensitive customer concerns appropriately while maintaining professionalism and discretion.
• Help identify opportunities to improve customer communication, retention, and service processes.

What we're looking for:

• 3 to 5 years of experience in customer experience, customer service, client relations, luxury retail, hospitality, concierge services, ecommerce support, or a similar customer-facing role.
• Experience conducting proactive customer outreach, post-purchase follow-up, customer satisfaction calls, or clienteling activities.
• Strong proficiency with Microsoft Excel and experience maintaining customer data.
• Experience working with CRM systems and customer relationship management processes.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to handle customer concerns with professionalism, empathy, discretion, and sound judgment.
• Previous experience within fine jewelry, luxury goods, high-end retail, hospitality, or relationship-based service environments is strongly preferred.

The ideal candidate genuinely enjoys connecting with people and creating memorable customer experiences. They are warm, polished, and proactive, with a natural ability to build trust and strengthen long-term client relationships. They take pride in delivering exceptional service, staying organized, and following through on every customer interaction. They understand that thoughtful communication, attention to detail, and personalized service are essential to creating loyal customers and representing a luxury brand.

Compensation & benefits:

• Hourly Range: $25.00-$33.00/hour ($52,000 - $68,640 annually, based on experience).
• 20 days of Paid Time Off annually, including vacation, sick time, holidays, and personal days (accrued following the introductory probationary period).

Working environment:

• Onsite position based in Great Neck, New York.
• Monday through Friday, 8:30 AM to 5:30 PM.
• Family-owned, high-performance organization where teamwork, customer care, accountability, and communication are highly valued.

Why this opportunity:

This is an opportunity to join a respected luxury jewelry organization committed to delivering an exceptional customer experience at every stage of the client journey. You'll work alongside a collaborative team where your communication skills, relationship-building abilities, and commitment to service will directly contribute to customer loyalty and long-term business success. If you're looking for a stable, long-term opportunity where you can make a meaningful impact while building a career in the luxury jewelry industry, we'd like to hear from you.

This role requires U.S. work authorization, as it is based in the United States. Sponsorship for employment visas is not available through CAZA Collective or our clients. CAZA Collective proudly represents leading organizations across the diamond, gem, and jewelry industry. We celebrate diversity and are committed to fostering an inclusive and equitable hiring process.