Brilliant Earth logo

Customer Experience Assistant

Jobs Description

Our Customer Experience Sales Assistants provide an exceptional experience for every Brilliant Earth customer. As a Customer Experience Sales Assistant, you will guide the customer through the life of the sale through our engaging sales platforms: in-person and virtual appointments, phones, or live-chat! These team members assist our customers in finding their best jewelry match from our luxury product line. By meeting and exceeding sales targets in a fast-paced environment, this team creates personalized experiences while sharing the happiest moments of our customers' lives. Curious about a day- in- the- life? Learn more on our blog here or learn about Oval Diamonds from Kelly, our SF Customer Experience Manager,here!  

The ideal candidate will be able to work a schedule that includes weekends. This role is in-person at our Scottsdale showroom location, which is open from 10 am - 7pm.  

Areas of Responsibility

  • Utilize sales strategies and forward-thinking problem-solving techniques to assist and guide customers through multiple purchasing decisions, such as ring settings selections and diamond options.
  • Proactively greet, check-in, and assist customers in the purchasing process, creating a memorable, one-on-one customer experience that reflects our luxury brand and product quality. 
  • Guide customers to purchase, creating memorable and personalized experiences for each customer.  
  • Manage a high volume of incoming sales leads to attain individual and team goals and revenue targets. 
  • Proactively respond to online customer inquiries and provide sales assistance through live chats, and phone calls while focusing on a luxury customer experience, reflective of our high-quality product. 
  • Develop and demonstrate product knowledge as it pertains to our diamonds, gemstones, and fine jewelry.  
  • Conduct post-sale appointments to assist and educate customers returning for pick-ups, exchanges, re-sizing, and other inquiries.    
  • Call customers to confirm showroom appointments and answer any pre-appointment questions.   
  • Review customer feedback surveys and online reviews, working with your leaders to continuously improve the customer experience and your sales performance.  
  • Use our ERP system to manage your tasks and communicate cross-functionally.   
  • Act as a brand advocate, sharing our mission of creating a more sustainable, transparent, and compassionate jewelry industry. 

Showroom Coordination & Maintenance:  

  • Maintain luxury showroom appearance, cleanliness, and organization, including executing new product merchandising guidelines.   
  • Serve as the liaison for all facilities maintenance projects for the location, including troubleshooting and performing minor repairs as needed.   
  • Send and receive product from our distribution center, customers, and external vendors while reconciling inventory within our computer system and maintaining organization.  
  • Skillfully enforce policies within the waiting room to ensure a safe and pleasant experience for all guests, and ensure product security.   
  • Open and/or close the showroom and waiting area.    

Education / Experience Requirements

  • A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door. 
  • A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to exceed your sales targets. 
  • It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment. 
  • Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise. 
  • Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together! 

Bonus Points if You Have: 

  • A bachelor’s degree or equivalent preferred 
  • Experience with an ERP or CRM system 
  • A passion for socially and environmentally responsible organizations and products 

How to Apply

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond. 

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with one of our leaders!