Client Services Associate

Job Title: Client Services AssociateReports to: Senior Manager, Client ServicesLocation: New York City – Corporate OfficeWork Setting: Full Time, On SiteBrand SummaryEstablished over 30 years ago, MARIA TASH has defined luxury piercing with innovative fine jewelry designs, patented piercing techniques, and beauty-focused styling. From our original New York flagship, we've expanded to 15 global locations, including London, Dubai, Paris, and most recently, Melbourne. Worn by Rihanna, Taylor Swift, and Cardi B, MARIA TASH has become synonymous with expertise, artistry, and personalized self-expression. We remain at the forefront of innovation, setting the standard for excellence in the industry.Responsibility OverviewIn this role, the Client Services Associate will be the first point of contact to answer all client questions, requests, and escalations with confidence and assuredness via Phone, Email, SMS, and Chat. They will maintain a robust understanding of the in-store and online experiences, able to act as a knowledge base for questions regarding jewelry specifications, store appointments, orders, backorders, shipments, repairs, returns, policies, piercing services, technical issues, and more.Delivering the highest degree of client service by demonstrating concierge level support across all communication channels.Maximizing opportunities to avoid order cancelations and upsell where appropriate.Ensuring all responses are well vetted and accurate before sending to the client.Building and maintaining a reputation of trust, service, and credibility by delivering outcomes that are both frictionless and exceed client expectations.Meeting clear team goals and KPIs for response quality and resolutions.Maintaining a positive, client-centric atmosphere.Taking appropriate action to resolve key issues and drive business results.Meeting deadlines for tasks including reporting, assignments and client follow-up.Required Skills/QualificationsStrong communication skills - verbal, written, and active listening.Highly detail orientedAbility to adapt quickly to shifting needs and multitask across multiple priorities, with great time management skills and ability to communicate when additional resources or escalation is needed.Client focus and adaptability to different personality types.Previous experience in a client facing role.Ability to work and interact with all levels of employees within the organization.Strong administration skills and a familiarity with client services and eCom platforms such as Gladly, JIRA, and Shopify.Must be reliable, punctual, and take pride in their work as an individual and as part of a team.Preferred ExperienceExperience working in the jewelry or luxury fashion industryExperience working in a client facing sales roleBenefitsMedical, Dental, Vision401k matchFSA, Life Insurance, Long & Short-Term DisabilityA generous employee discount on all jewelryCommuter BenefitsThis job description is intended solely as a hiring and role overview tool. It does not create an employment contract, nor is it a comprehensive or permanent listing of all duties, responsibilities, or expectations. The role will evolve based on the needs of the business and individual circumstances, and management may adjust responsibilities at its discretion. The tasks and responsibilities described here should not be interpreted as the criteria by which an individual's performance will be evaluated.