Guest Experience Specialist

Job Description

Title: Guest Experience Specialist

Location: New York, NY

About Effy

Effy Jewelry is a family-owned luxury brand with over 40 years of expertise in fine jewelry design, manufacturing, and retail. Known for vibrant gemstones, bold designs, and exceptional craftsmanship, Effy has built a global presence with collections featured in more than 150 boutiques across premier land-based locations and cruise ships worldwide. With a strong foundation in quality, innovation, and customer experience, Effy continues to evolve while staying true to its heritage as a privately owned business. Our teams operate at the intersection of luxury retail and global travel, delivering a personalized and elevated shopping experience to customers around the world.

Role Overview

The Guest Experience Specialist plays a key role in delivering a high-touch, personalized luxury experience across every stage of the customer journey. Serving as a trusted advocate for Effy customers, this role ensures that each interaction reflects the quality, craftsmanship, and service standards that define our brand.

You will manage complex customer requests, coordinate cross-functional support, and provide thoughtful, solution-oriented service across inquiries, repairs, sizing, and special orders. This is a highly visible role that requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment.

This role is based at our New York City headquarters and requires being onsite five days a week.

Why This Role Matters

Every customer interaction shapes how Effy is experienced. As a Guest Experience Specialist, you are instrumental in ensuring customers feel supported, valued, and confident throughout their journey – from initial inquiry to post-purchase care. Your ability to provide clarity, care, and resolution directly contributes to customer loyalty and long-term brand relationships.

Key Responsibilities

Customer Experience & Relationship Management

• Serve as a primary point of contact for customer inquiries across phone, email, voicemail, and special orders
• Provide personalized support throughout the customer journey, ensuring a seamless and elevated experience
• Address customer concerns with professionalism, empathy, and a solution-oriented mindset
• Act as a trusted liaison for customers regarding repairs, sizing, authenticity, purchases, and trunk show inquiries
• Build strong customer relationships that encourage loyalty and repeat engagement with the Effy brand

Service Operations & Case Management

• Manage high-volume customer requests while maintaining accuracy and service quality
• Oversee repair fulfillment from intake through completion, including coordination of packing, shipping, and returns
• Conduct in-person sizing appointments and coordinate customer pickups for repairs
• Ensure timely resolution of customer issues in partnership with internal teams
• Maintain organized tracking of customer cases and service requests

Cross-Functional Collaboration

• Collaborate closely with repair teams, retail stores, sales teams, and headquarters departments to ensure seamless service execution
• Provide product guidance and purchasing support across Effy retail locations
• Support communication between departments to ensure accurate and timely customer updates
• Contribute to process improvements that enhance the overall customer experience

Qualifications

• 1-3 years of experience in customer service, client relations, retail, hospitality, or call center environments
• Strong written and verbal communication skills; fluency in English required
• Ability to remain calm, professional, and solution-oriented in high-pressure or emotionally sensitive situations
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Excel and Word; experience with internal systems a plus
• Strong problem-solving skills and a collaborative, team-oriented mindset
• Bachelor’s degree preferred or equivalent professional experience
• Experience in luxury jewelry, fashion, or premium retail is a plus

Growth Opportunities

• Gain exposure to key areas of the business, including retail operations, repairs, logistics, merchandising, and customer experience strategy
• Develop expertise in luxury client service, relationship management, and high-touch customer engagement
• Partner with cross-functional teams and senior leaders, providing visibility across the organization
• Take on increasing ownership of customer experience initiatives, process improvements, and special projects

Hourly Range

The hourly range for this role is $24 to $29, which equals an average annualized salary between $50,000 and $60,000. This reflects a good faith estimate of starting base pay. Actual pay may be higher or lower depending on experience, qualifications, and other job-related factors. If your expectations fall outside this range, we still encourage you to apply. Your background matters to us.

Candidates must have valid work authorization for the U.S. at the time of application and throughout employment; we are not able to sponsor visas.

Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.