Customer Experience Associate, Brilliant Earth
Sales
The targeted budget for this position is $26/hour.
5 days a week in office
Sustainable and inclusive fine jewelry
Be an early applicant
Sustainable and inclusive fine jewelry
501-1000 employees
Be an early applicant
The targeted budget for this position is $26/hour.
5 days a week in office
501-1000 employees
Company mission
To cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry.
Role
Who you are
- 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!
- The ideal candidate will be able to work a full-time schedule that includes weekend days. This role is in-person at our San Francisco, CA showroom location
What the job involves
- Our Customer Experience Sales Associates provide an exceptional experience for every Brilliant Earth customer
- As a Customer Experience Sales Associate 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
- Utilize sales strategies and deep product knowledge to guide customers through multiple purchasing decisions via appointments and walk-in consultations, creating memorable and personalized experiences for each customer
- Manage a high volume of incoming sales leads via email, live chat, and phones to attain individual revenue targets, providing a luxury customer experience reflective of our high-quality product
- Proactively greet, check-in, and assist customers in the purchasing process, creating a memorable, one-on-one customer experience
- 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
- 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
- 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
Application process
- If selected for an interview the 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!
Our take
Brilliant Earth has been working since 2005 to provide luxury, ethically sourced jewellery direct to consumers. The company specializes in diamonds from Canada, Botswana, and Russia, and successfully went public in 2021.
Sourcing conflict-free gemstones is an increasing priority in jewelry purchasing, especially so for Brilliant Earth’s predominantly Millennial and Gen Z active customer base. This may prove interesting terrain to navigate: whilst these generations are more inclined towards eCommerce, high-end jewelry shoppers have historically proven resistant to shopping online. So Brilliant Earth may need to maintain its current presence of brick-and-mortar destination showrooms across the US, which they have expanded to reach 22 locations across the US.
Scaling up their online presence, however, may help them net a good share of what continues to be a highly fragmented market. Much may depend going forward on how far luxury jewelry customers are willing to make the digital switch in their purchasing habits. With companies like Signet Jewelers reporting substantial boosts in eCommerce sales, there may yet be an appetite for it, and Brilliant Earth's IPO in 2021 has helped it gain wider recognition.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Competitive Compensation
- Insurance. Medical, dental, and vision insurance kick in on the first day of your 2nd month!
- 401k match. We know that saving for the future is important. That's why we offer a generous 401k match
- Paid Time Off. We know it is important to recharge and relax- you’ll accrue 3 weeks of PTO in your first year
- Disability and Life insurance. 100% employer-paid
- Pre-Tax Commuter Benefits
- Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings
- Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry
- Wellness Benefits. We offer access to exclusive discounts on gym memberships and more, as well as an Employee Assistance Program for 24/7 access to counseling
- Giving Back and Volunteer Opportunities. In additional to our giving back programs, our teams support local initiatives and spend time together by volunteering
Company values
- Commitment to the Customer
- Partnership and Positivity
- Bias Toward Action
- Embrace Growth & Change
- Mission Mindset
- Ownership
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Beth Gerstein
(CEO)They worked as an Associate at Booz Allen & Hamilton, and then studied for an MBA at Stanford.
Eric Grossberg
(Executive Chairman)They are a Harvard and Stanford Business School graduate who started out as a Business Analyst at McKinsey. They initially served as Brilliant Earth's co-CEO.
People progressing
Customer Experience Regional Manager
SVP, Customer Operations
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Brilliant Earth
Kim Garcia (Director, Talent Acquisition )
- In 2020, we released one of the industry's first gender-fluid collections, the Mx Collection. We also offer gender-neutral engagement rings and wedding bands, inclusive sizing, and a virtual try-on experience with technology that allows anyone to visualize jewelry on their unique skin tones.
- As of the end of 2021, 41% of employees, 29% of people managers, and 36% of directors and above identified as BIPOC.
- Female Led: Female CEO, 4 out of 7 female board members.
- Female Majority: 79% of employees, 70% of people managers, and 57% of directors and above.
- DEI Training: We offer specific diversity-related workshops to foster an inclusive environment and support self-assessments of our progress.
- We formed an employee-led Diversity, Inclusion and Belonging Council supported by an executive sponsor to engage and empower our employees and leadership, solicit employee feedback, and identify and support opportunities for us to improve.
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