Client Services Representative

About the role The Client Services Representative is responsible for delivering an elevated, accurate, and reassuring experience at the repair desk. This role guides clients through the full repair journey, from intake and documentation through estimates, status updates, quality review, payment, and pickup, while serving as a trusted liaison among clients, Sales Professionals, the repair team, and approved service partners. What you'll do Welcome clients to the repair desk, listen carefully to their needs, and explain the repair or service process in a clear and professional manner. Complete accurate repair intake, including documenting the item, its condition, the requested work, client contact information, and any relevant service history. Photograph, tag, package, and securely route client merchandise in accordance with established security, chain-of-custody, and loss-prevention procedures. Create and maintain complete repair records, including estimates, authorizations, deposits, promised dates, notes, vendor details, client communications, and final disposition. Communicate estimates, costs, expected timelines, changes in scope, and required approvals without making commitments that have not been confirmed by the repair team or service partner. Provide proactive and timely updates throughout the repair process, including delays, revised estimates, completion, and pickup readiness. Coordinate closely with jewelers, watchmakers, Sales Professionals, managers, and approved service partners to move repairs forward and resolve missing information or delays. Review open-repair reports, monitor due dates, follow up on overdue work, and escalate concerns that may affect quality, cost, security, or the client experience. Perform a careful completion review to confirm the item and documentation match the authorized scope of work before the client is contacted or the item is released. Prepare completed items for presentation, schedule or coordinate pickups, process applicable payments, and verify authorization before releasing client merchandise. Address client concerns with empathy and sound judgment, resolving matters within the role's authority and promptly escalating sensitive or complex issues. Maintain an organized, secure, and client-ready repair desk and support related administrative, shipping, and store-operational needs as assigned. Qualifications Two or more years of client service experience; experience with jewelry or watch repairs, luxury retail, or a comparable service environment is strongly preferred. Exceptional verbal and written communication skills, including the ability to explain detailed service information with clarity and discretion. Strong attention to detail and the ability to maintain accurate records while handling multiple repairs, deadlines, and client priorities. Sound judgment, accountability, and a solution-focused approach to client concerns and operational follow-through. …