Guest Experience Specialist
Effy Jewelry · New York City Metropolitan Area
Apply & track with Apply EdgeTitle: Guest Experience Specialist
Known for vibrant gemstones, bold designs, and exceptional craftsmanship, Effy has built a global presence with collections featured in more than 150 boutiques across premier land-based locations and cruise ships worldwide. With a strong foundation in quality, innovation, and customer experience, Effy continues to evolve while staying true to its heritage as a privately owned business. Our teams operate at the intersection of luxury retail and global travel, delivering a personalized and elevated shopping experience to customers around the world.Role OverviewThe Guest Experience Specialist plays a key role in delivering a high-touch, personalized luxury experience across every stage of the customer journey. Serving as a trusted advocate for Effy customers, this role ensures that each interaction reflects the quality, craftsmanship, and service standards that define our brand.You will manage complex customer requests, coordinate cross-functional support, and provide thoughtful, solution-oriented service across inquiries, repairs, sizing, and special orders. This is a highly visible role that requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, customer-focused environment.This role is based at our New York City headquarters and requires being onsite five days a week.Why This Role MattersEvery customer interaction shapes how Effy is experienced. As a Guest Experience Specialist, you are instrumental in ensuring customers feel supported, valued, and confident throughout their journey – from initial inquiry to post-purchase care. Your ability to provide clarity, care, and resolution directly contributes to customer loyalty and long-term brand relationships.Key ResponsibilitiesCustomer Experience & Relationship ManagementServe as a primary point of contact for customer inquiries across phone, email, voicemail, and special ordersProvide personalized support throughout the customer journey, ensuring a seamless and elevated experienceAddress customer concerns with professionalism, empathy, and a solution-oriented mindsetAct as a trusted liaison for customers regarding repairs, sizing, authenticity, purchases, and trunk show inquiriesBuild strong customer relationships that encourage loyalty and repeat engagement with the Effy brandService Operations & Case ManagementManage high-volume customer requests while maintaining accuracy and service qualityOversee repair fulfillment from intake through completion, including coordination of packing, shipping, and returnsConduct in-person sizing appointments and coordinate customer pickups for repairsEnsure timely resolution of customer issues in partnership with internal teamsMaintain organized tracking of customer cases and service requestsCross-Functional CollaborationCollaborate closely with repair teams, retail stores, sales teams, and headquarters departments to ensure seamless service executionProvide product guidance and purchasing support across Effy retail locationsSupport communication between departments to ensure accurate and timely customer updatesContribute to process improvements that enhance the overall customer experienceQualifications1-3 years of experience in customer service, client relations, retail, hospitality, or call center environmentsStrong written and verbal communication skills; fluency in English requiredAbility to remain calm, professional, and solution-oriented in high-pressure or emotionally sensitive situationsHighly organized with the ability to manage multiple priorities in a fast-paced environmentProficiency in Microsoft Excel and Word; experience with internal systems a plusStrong problem-solving skills and a collaborative, team-oriented mindsetBachelor’s degree preferred or equivalent professional experienceExperience in luxury jewelry, fashion, or premium retail is a plusGrowth OpportunitiesGain exposure to key areas of the business, including retail operations, repairs, logistics, merchandising, and customer experience strategyDevelop expertise in luxury client service, relationship management, and high-touch customer engagementPartner with cross-functional teams and senior leaders, providing visibility across the organizationTake on increasing ownership of customer experience initiatives, process improvements, and special projectsHourly Rate$24 - $29 per hour, depending on experience and qualifications.Candidates must have valid work authorization for the U.S. at the time of application and throughout employment; we are not able to sponsor visas.Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.