Job Title:

Jewelry Service Coordinator Hourly range of $20-$25 plus commission and bonuses Position Summary The Jewelry Service Coordinator manages the fast-paced daily flow of the jewelry service department and creates an exceptional experience for customers from intake through completion. This highly organized, detail-critical role coordinates jewelry repairs, appraisals, quality control, customer communication, and administrative processes while serving as the primary liaison among customers, sales associates, goldsmiths, and the finance team. Because the position involves accepting and documenting customers' valuable and often sentimental jewelry, accuracy, careful handling, and consistent follow-through are essential. The ideal candidate can confidently manage multiple priorities and frequent interruptions while remaining calm, professional, and customer-focused. Key Responsibilities Customer Service & Communication Deliver exceptional customer service by assisting customers in person, over the phone, through email, and via online messaging platforms. Complete the jewelry repair intake process with exceptional accuracy by carefully inspecting each item, documenting its condition and identifying details, confirming the customer's requested work, and clearly explaining repair timelines and next steps. Provide timely updates to customers regarding repair status, completion dates, and special orders. Manage customer communications through Podium, website inquiries, and other communication channels. Support sales associates with repair, appraisal, and service-related questions and assist customers on the sales floor as needed. Repair & Service Coordination Coordinate all aspects of jewelry repair workflow from intake through delivery. Log repair orders into company tracking systems and maintain the goldsmith tracking log. Retrieve and return repair job carts from the vault while maintaining proper chain of custody. Create, organize, and manage repair job drawers and review daily "No Location" reports to ensure accurate job tracking. Communicate regularly with the goldsmith regarding repair timelines, required findings, special requests, and job status. Order, receive, process, and distribute repair findings and components, including managing Stuller orders and returns. Perform watch battery replacements and other basic in-store jewelry services. Quality Control Conduct quality control inspections on completed repairs, special orders, and jewelry merchandise to ensure workmanship and accuracy. Identify and communicate quality concerns with the goldsmith and update repair status accordingly before customer notification. Clean, steam, and inspect jewelry prior to customer pickup. Appraisals & Documentation Coordinate jewelry appraisal intake, scheduling, documentation, and customer communication. Maintain accurate service records and documentation for repairs, appraisals, and special orders. Ensure all customer information and service records are complete, accurate, and up to date. Financial & Administrative Duties Count and reconcile cash drawers at opening and closing. Prepare bank deposits, complete bank runs, and process checks. Submit required financial paperwork to the finance department in a timely manner. Enter all gold-buy transactions into Leads Online and maintain accurate gold-buy tracking records. Maintain organized records to support audits, reporting, and regulatory compliance. Daily Operations Log into all required systems and applications at the beginning of each shift. Continuously prioritize and respond to incoming emails, phone calls, customer requests, repair activity, and in-person needs throughout the day without sacrificing accuracy or service. Prepare, maintain, and safely operate jewelry cleaning and steam equipment. Follow all company security procedures regarding vault access, inventory control, and customer merchandise. Qualifications High school diploma or equivalent required. Must be available to work the regular Tuesday-through-Saturday schedule. Previous experience in retail jewelry, jewelry repair coordination, customer service, or a related field preferred. Working knowledge of jewelry terminology, repair processes, and appraisal coordination preferred. Experience using POS systems, inventory management software, Leads Online, and Microsoft Office or similar business applications. Ability to handle confidential customer and financial information with integrity and professionalism. Skills & Competencies Outstanding customer service and interpersonal communication skills, with the ability to make every customer feel heard, informed, and confident leaving their jewelry in our care. Exceptional organization and time-management skills, with the ability to manage multiple tasks, deadlines, customers, and interruptions at once. Meticulous attention to detail and accuracy, particularly when inspecting, documenting, labeling, tracking, and transferring customers' jewelry. Ability to work effectively with cross-functional teams, including sales, goldsmiths, and finance personnel. Comfortable performing precision work with small jewelry components and watch batteries. Basic cash handling, reconciliation, and recordkeeping experience. Sound judgment and proactive problem-solving skills, with the composure to remain calm, professional, and effective during busy or challenging situations. Working Conditions Regular schedule is Tuesday through Saturday; dependable attendance and punctuality are essential. Seasonal hours and special event hours may vary. Fast-paced retail jewelry environment requiring standing and walking for most of the workday, frequent customer interaction, and the ability to shift quickly among competing priorities. Regular handling of valuable merchandise in secure areas, including vault access. Frequent use of jewelry cleaning equipment and handling of small, delicate components. Must adhere to all company safety, security, and inventory control procedures. Reporting Relationship Reports directly to the Peoria Service Manager or Service Director.

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Employee discount Health insurance Health savings account Life insurance Paid time off

Work Location:

In person