Remote Diamond & Jewelry Specialist (Phone Team)

Job descriptionAt Rare Carat, our number one priority is the customer. We strive to provide the best possible experience to every visitor whether they purchase from us or not. By taking an education based approach, we are able to connect with our customers on a personal level all while helping them choose a diamond and setting.In just 8 years, Rare Carat has grown to be the number one marketplace for diamonds in the United States and was called the “Secret to buying a diamond” by the New York Times. Rare Carat powers over $100m in annual sales by creating transparency in a historically opaque industry using AI and machine learning.Rare Carat is looking for a Customer Service Associate who is eager to join our remote sales and service phone team. The ideal candidate has experience in, and understands, top notch customer service as well as has a passion to educate customers about diamonds and fine jewelry. In this role, you will be responsible for building and maintaining relationships with the customers, helping as they navigate our site for diamonds, engagement rings and fine jewelry, and assisting them throughout the sales and service process.ResponsibilitiesEducate and assist customers in finding their perfect diamond, engagement ring, or fine jewelry by providing product information, answering questions, and offering recommendationsAssist customers throughout the sales process, including processing orders and payments, coordinating shipping and delivery, and following up to ensure customer satisfactionCommunicate with customers via phone and email - 90% phone, 10% emailQualificationsPrevious retail sales or customer service experience in fine jewelry required. Candidates without jewelry experience will not be considered for this role.We provide quite a lot of training, but you MUST have diamond knowledge that goes beyond the 4C's as well as basic jewelry knowledge. You will not succeed in this role without it.Your Education and ExperienceGIA Graduate Gemologist Diploma or similar education/experienceA minimum of 3 years selling fine jewelry with a focus on bridal (required)Experienced in jewelry customer service, sales and serviceExperience using an education based sales approach - no high pressure sales hereExperienced closer using a friendly, outgoing, professional approachYour SkillsPassionate about helping people make an emotional purchaseKnowledge of diamonds beyond the 4C's - ability to have an in-depth discussion about ideal proportions, fluorescence, phosphorescence, difference between lab grown and natural diamonds, setting types, metal types, etc.Excellent oral and written communication skillsSkilled in de-escalation techniquesStrong organizational and problem-solving skillsAbility to multitask - you don’t need 4 arms, but sometimes it may feel like you doAbility to work independently in a very fast-paced environmentMust be adaptable to change - working in a remote environment means sometimes processes change quicklyAbility to learn and adapt to current technologyComfortable learning and using multiple different systems concurrentlyProvide feedback to improve systems and elevate the customer experienceStrong typing skillsYou enjoy working in a team based environmentBi-lingual preferred, but not required Location, Hours + equipment needed100% remote, work from home - you can work from anywhere in the world as long as you have a strong internet connection!Our phone team is open from 8am - 11pm Eastern 7 days a week, 365 days a year. We are currently looking for mid-shift and night-shift plus weekendsYou will need a desktop or laptop computer + a strong and reliable internet connectionHow to Apply and What to ExpectIf you’re interested in becoming part of one of the greatest remote teams in the jewelry industry, apply via LinkedIn or by sending us an email with your resume to careers@rarecarat.com Please no phone calls or chats as we like to leave those lines open for our customers.*Please name your CV with your first and last name.After we review your CV, if you’re a good candidate for the position, you will receive an email with the next steps (during peak times, it could take our hiring team up a week to respond).The interview process for all positions at Rare Carat includes an online exercise to show off your diamond and jewelry knowledge skills as well as an opportunity to explore our site and have a chance to answer some real life customer questions. It will also include up to 2 video interviews.-------------------------------------------------------------------------------------------------*If you do not have diamond/jewelry knowledge or experience working in the diamond/jewelry industry, please refrain from applying at this time as we are looking for a very specific skillset. Please do keep an eye on our LinkedIn page as that's where more positions will be posted as they become available.