Senior Service Advisor

The Senior Service Advisor is responsible for supporting and providing an exceptional client experience for all internal and external clients by utilizing excellent knowledge in client services, problem resolution, jewelry and watch repair, product knowledge, computer skills, security, and operations.This position may be required to work weekends, some holidays, and peak sales periods.Responsibilities Complete morning service duties, scheduling of work, completion of estimates, reconciliation of incoming repairs, distribution of daily metal prices.Align with Senior Coordinator to track & distribute service, custom, warranty, and OTS work.Ensure condition of incoming repairs, mark and record any omissions and notify management.Greet clients promptly and engage them to establish their needs.Repair take-in with accurate documentation, and pricing repairs using the established pricing guide.Promote and present services available to clients, describing the benefits and value.Work with less tenured service associates to help them develop best in class Hamilton repair and service experience practices. Maintain familiarity with production shops, supply houses and vendors for correct dissemination of work. Comply with company insurance regulations and shipping policies.Uphold a team approach to ensure high levels of client satisfaction, adherence to M/V/CV, and career growth.Attend in store vendor training sessions.Provide effective in-store communication regarding repair due dates, technical updates, limitation of capabilities and all timetables for repair.Prepare Estimates and Invoices.Skills Client service.Selling and negotiation skills.Ability to work with a diverse client base.Strong team player.Product knowledge.Inventory management.Education & ExperienceCollege degree and Graduate Gemologist degree or previous GIA course work, or other industry related degrees (e.g. AGS) preferred.Experience in jewelry industry preferred.Proficiency in Point of Sales (POS) systems and Microsoft Programs.Physical RequirementsPhysical activity not limited to: reading, writing, walking, walking up and down stairs, standing, sitting, kneeling, lifting up to 25lbs.

Created: 2025-02-20