Job Description

We’re looking for a  professional, highly organized, and career-focused individual to join our team at  TraxNYC , one of New York City’s most established custom jewelry brands located in the heart of the Diamond District. This is a full-time, in-person role suited for someone who understands the standards of luxury service, is comfortable navigating high expectations, and thrives on delivering calm, efficient solutions in a fast-paced environment.

Check out our Team & Workspace here:

As a  Luxury Jewelry Customer Service Specialist , you’ll be responsible for supporting our clients at every stage of their journey — from answering inquiries and tracking orders to managing feedback and protecting client satisfaction. You’ll work closely with our  sales team to convert inbound interest into revenue opportunities and flag qualified leads. You’ll also play a key role in  maintaining our online reputation , responding to reviews, and helping to resolve any client concerns with professionalism and urgency.

Just as important: you’ll be expected to  proactively communicate recurring issues, client trends, or operational bottlenecks to direct managers so that we can continuously improve how we serve customers. We’re looking for someone who doesn’t just react, but observes, reports, and helps us move forward.

Key Responsibilities:

• Respond to customer inquiries via phone and email with clarity, professionalism, and urgency
• Provide accurate updates on orders, custom production timelines, and shipping
• Manage return and repair requests from intake to resolution
• Collaborate with the  sales team to pass along leads and client opportunities
• Monitor and respond to online reviews and customer feedback
• Proactively  reach out to dissatisfied clients to resolve issues before they escalate
• Identify client concerns or recurring issues and  report them directly to management
• Keep accurate internal records using CRM platforms and project tracking tools
• Ensure every customer interaction reflects the high standards of the TraxNYC brand

What We’re Looking For:

• Prior customer service experience is required , preferably in luxury, jewelry, fashion, or hospitality
• Highly organized and reliable, with strong multitasking and follow-through
• Polished written and verbal communication skills
• Professional demeanor with the ability to remain composed under pressure
• Comfortable working closely with sales and production teams
• Able to observe patterns, recognize recurring issues, and raise them to supervisors
• Familiarity with CRM tools and  monday.com is a plus (not required)
• Authorized to work in the U.S.

Compensation & Schedule:

• Pay: $18.00 – $25.00 per hour (based on experience)
• Subject to growth based on performance
• Schedule:
• Full-time, Monday – Friday
• Standard shift: 11:00 AM – 7:00 PM
• Occasional weekend availability may be required
• Location: In-person, New York, NY 10036 (Diamond District)

Perks & Benefits:

• Paid time off
• Employee discount on fine jewelry
• Growth opportunities into sales support, logistics, or client experience leadership
• Work with a fast-moving, focused team and gain deep exposure to luxury jewelry operations
• Direct access to management — your feedback and insights will help shape the company’s success

If you're serious about luxury service, take pride in your professionalism, and want to grow your career within a brand that values clarity, structure, and excellence — we want to hear from you.

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Job Type: Part-time

Pay: $18.00 - $25.00 per hour

Expected hours: 24 – 50 per week

Benefits:

• Paid time off

Ability to Commute:

• New York, NY 10036 (Preferred)

Work Location: In person

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