At Blue Nile, we believe that love deserves better. We are passionately driven to reimagine the fine jewelry experiences and disrupt the jewelry industry. From engagements to anniversaries, from welcoming a new child to the family to celebrating a promotion, from holidays to birthdays, at Blue Nile we celebrate all stories of love.
We bring a modern approach to life’s most important traditions because our customers deserve better. They deserve an exceptional experience. One that leaves them feeling happy and confident that they’ve found the perfect piece for their love.
We live by our values – As One Team we work together to win. We are Customer Obsessed, passionately and transparently helping our customers to find their perfect piece. We act with Speed and Quality with attention to every detail and are Driven to Disrupt; our curiosity, creativity and willingness to test and learn drives our business.
The Blue Nile Customer Care Expert is an individual who embraces knowledge, education and service as their core. A Customer Care Expert at Blue Nile is a person who is outgoing, passionate and thrives in an environment where we place the customer’s needs above all else. Our goal in Customer Care is to enhance and grow the brand connection experience for our Blue Nile customers. Our Customer Care Experts do this through being professional, accessible, enthusiastic, and interested in a career that creates a “Jeweler for Life” relationship with Blue Nile Customers.
This is a seasonal position expected to last through the end of 2019.
What you'll do:
Answer incoming communication from customers (phone calls, email and live chat) to help them with:
Questions about Blue Nile products, services and policies
Processing orders for exchanges, returns, repairs, resizing, cleaning/maintenance
Resolving outstanding service issues; following up on orders in process
Proactively follow up on all work requests within Blue Nile’s service level standards
Effectively resolve complex customer service challenges, finding solutions that delight customers
Understand department goals and meet defined metrics
Proactively read and take action on daily operations updates as needed. Examples can include:
Production schedule and/or delivery updates that require customer notification
Unexpected staffing changes (call-outs) that may require additional duty assignments
Revised work schedules to accommodate training and departmental/team meetings
Communicate accurate information and set clear expectations for customers, ensuring an on-brand Blue Nile experience
Maneuver effectively and efficiently through all computer systems
Maintain a record of excellent attendance, punctuality and job focus
High School diploma or GED required
Previous retail sales experience, preferably in a luxury environment (luxury fashion department store, high end travel, etc.), customer service and/or call center experience
An avid and proficient online shopper
Demonstrated exceptional Customer Service aptitude and skills
Complete focus on customer satisfaction is the foundation of your work
An understanding of—and aptitude toward—providing ‘white glove’ service
Excellent listening, written and verbal communication skills
Excellent organization & attention to details skills
Ability to work within deadlines in a fast paced environment
Multi-tasking is frequently required
Ability to work well with other teams and departments to make our customers happy.
We are One Team!
Technically proficient, able to use a variety of computer programs and systems, at an intermediate level.
Intermediate typing skills
Flexibility and willingness to adjust to scheduling needs, particularly during retail peak seasons