Job description: Description At BW James, community is the heart of everything we do. It defines our values and drives our mission. Founded in 1948, BW James is a family-owned & operated boutique jewelry store headquartered in Cleveland, TN. With a small but dedicated team, we are committed to making a big (& sparkly) impact in everything we pursue. Job Summary BW James is seeking a motivated, personable, and detail-oriented Full-Time Fine Jewelry Sales & Operations Concierge to join our sales team and work alongside fellow team members to create exceptional jewelry-buying experiences and build lasting customer relationships. In addition to sales and customer service responsibilities, this role plays an important role in the day-to-day operations and administrative functions of the store. The ideal candidate will be comfortable working with customers, enjoy creating meaningful connections, and bring a kind, genuine, and welcoming approach to every interaction. They should be willing to take on a variety of responsibilities in a small-business environment. Jewelry experience is not required—we will provide training and help you learn our products, processes, and standards. Essential Functions Customer Service & Sales Support Welcome customers with a warm, polished, and professional first impression, creating an exceptional experience from the moment they enter the store. Provide personalized and attentive service throughout the fine jewelry purchasing experience, from the initial consultation through the completion of the purchase and beyond. Work as an integral member of the sales team, assisting fellow team members as needed with locating merchandise, preparing jewelry for presentations, coordinating appointments, and supporting customers throughout the sales process. Educate customers about jewelry, gemstones, diamonds, watches, and other products, helping them make informed purchasing decisions. Assist customers in selecting pieces that reflect their individual style, needs, preferences, and budget. Build and maintain strong, long-term customer relationships through personalized service, thoughtful communication, and consistent follow-up. Conduct customer appointments and consultations, providing personalized service and guidance based on each customer's individual needs, preferences, and goals. Follow up with existing customers, prospective customers, sales leads, and opportunities in a timely and professional manner. Respond promptly and professionally to phone leads, text messages, and online customer inquiries. Answer incoming telephone calls, assist with general inquiries, and direct calls to the appropriate team member. Assist with special orders, customer requests, and other service needs, ensuring details are communicated accurately and followed through to completion. Assist with the intake of jewelry repairs and appraisals, accurately documenting customer requests and clearly communicating next steps. Assist with basic repair-related customer needs and communication, helping ensure a smooth and positive service experience. Maintain accurate customer information, transaction details, appointment records, and follow-up notes in the company's systems. Learn and effectively use the company's software, point-of-sale systems, and other technology to accurately process customer checkouts and transactions. Thoughtfully package customer purchases in accordance with company procedures and brand standards, ensuring every purchase is presented with care and attention to detail. Respond to customer concerns and challenging situations with patience, kindness, and professionalism. Seek to understand customer needs, identify appropriate solutions, and maintain a positive experience. Work toward individual and store sales goals while contributing to overall team success. Represent BW James in a polished, professional, knowledgeable, and customer-focused manner. Showroom & Merchandise Help maintain a clean, organized, and inviting showroom that reflects the company's brand standards. Assist with merchandising, display preparation, restocking, and organization of merchandise and supplies. Keep merchandise on the sales floor neat, organized, and properly presented. Assist with opening and closing procedures and help ensure the store is properly prepared for the day. Clean and polish customer jewelry and prepare merchandise for display or presentation according to company standards. Assist with setting up and preparing the store for events, special occasions, and seasonal displays as needed. Receive, open, inspect, and properly process incoming packages, orders, and merchandise. Assist with inventory organization and inventory-related tasks. Assist with merchandise receiving and documentation, including scanning and properly processing invoices and other related documents. Help maintain the overall presentation of the store, including displays, seasonal décor, and other details that contribute to an inviting customer experience. Operations & General Support Assist with shipping and receiving, including unpacking and organizing incoming merchandise, organizing related paperwork such as invoices, carefully packaging outgoing shipments, and preparing merchandise for transfers. Assist with receiving, organizing, and coordinating customer jewelry repairs, including maintaining accurate records and related paperwork. Help maintain organized back-of-house areas and replenish store supplies as needed. Count cash and assist with daily cash reconciliation, including preparing bank deposits as needed. Support other departments and team members as needed and assist with special projects and company initiatives. Handle jewelry and customer property with the highest level of care, responsibility, and attention to detail. Must be comfortable working toward individual and store sales goals and participating in performance-based compensation. Qualifications & Expectations Previous experience in retail, customer service, hospitality, sales, or a similar environment is helpful but not required. Jewelry experience is not required; we are willing to train the right candidate. Must be professional, hardworking, organized, detail-oriented, proactive, and take pride in maintaining high standards of work. Must be comfortable working in a fast-paced, ever-changing small business environment, with the flexibility to adapt to shifting priorities, assist wherever needed, and remain productive during slower periods. Must be trustworthy and comfortable handling valuable merchandise and customer property with care and responsibility. Must be receptive to feedback and direction, with a positive attitude toward learning, improving, and developing new skills. Must be comfortable working both independently and as part of a team, communicating effectively, building positive and respectful relationships with customers and coworkers, and working well with a variety of personalities. Must be willing to participate in company events and appear in company photography, video, and social media content as needed. Schedule & Availability Must be available to work Saturdays. Saturday availability is an important requirement of this position. Must be reliable, punctual, and able to commit to a full-time schedule. Regular store hours are Tuesday-Friday, 11:00 AM-6:00 PM, and Saturday, 11:00 AM-4:00 PM. Employees are scheduled to arrive 30 minutes prior to opening and remain 30 minutes after closing to assist with opening and closing procedures. Employees may occasionally need to stay beyond scheduled hours to assist customers who are still in the store. Participation in scheduled team and one-on-one meetings is required. These meetings may require an earlier arrival time than the employee's regular schedule. Employees will be notified of meeting dates and any adjusted arrival times in advance. This is a full-time position requiring employees to consistently work a minimum of thirty-five (35) hours per week.

Compensation Estimated total compensation:

$48,000-$60,000+ annually, with additional earning potential based on sales performance. Compensation includes a base wage plus revenue share/commission opportunities tied to sales performance.

Work Location:

In person