Service Coordinator Springer's Jewelers | Full-Time

SUMMARY OF THE DEPARTMENT

The Service Department is a client- and vendor-facing function responsible for delivering a Superior Experience Always by meeting the direct service needs of Springer's clients. The department supports repair intake, repair coordination, inspections, appraisals, and routine jewelry and timepiece services while ensuring accuracy, transparency, and consistency across all service workflows. Serving as a critical bridge between clients, jewelers, watchmakers, and external service partners, the Service Department operates through collaboration, cross-training, and adherence to Springer's Core Values to create a unified, supportive, and high-performing environment for both clients and employees.

SUMMARY OF THE POSITION

The Repair Coordinator is responsible for managing jewelry repair services from intake through job completion. This role serves as a primary point of coordination between clients, sales teams, internal jewelers, and external service vendors to ensure accurate diagnosis, documentation, quality control, and timely service completion. The position requires strong organizational skills, attention to detail, and the ability to balance operational coordination with client communication. Depending on staffing models, training, and business needs, the Service Repair Coordinator may also support related service functions and provide cross-coverage within the Service Department.

CORE RESPONSIBILITIES

Service Repair Coordination (Core Ownership) Manage repairs from intake through completion, ensuring accurate documentation, coordination, and follow-through. Inspect incoming repairs and determine appropriate service pathways in alignment with established standards. Coordinate outgoing repairs to internal jewelers or approved external vendors, including preparation of descriptions, instructions, images, pricing, and shipping materials. Receive, inspect, and quality-check completed repairs to confirm accuracy, workmanship, and readiness for client delivery. Track open repairs throughout the service lifecycle and follow up as needed to support service timelines. Client Communication & Service Support Serve as a point of contact for clients and internal teams regarding jewelry and watch repair estimates, timelines, and status updates. Communicate repair information clearly, accurately, and professionally across in-person, phone, and written channels. Educate clients on repair options and service considerations to support informed decision-making. Identify appropriate opportunities to recommend additional services in alignment with client needs and company standards. Operational & Technical Responsibilities Process all jewelry and watch repair activity through designated systems and logs, ensuring completeness and accuracy of records. Maintain organized service documentation, including repair histories, vendor information, and quality control status. Support inventory tracking related to findings, parts, and service materials associated with jewelry repair. Support ordering, receiving, and stocking of service parts and tools as required. Assist with quality control documentation and coordination related to bench jeweler returns and rework as applicable. Service Intake & Cross-Functional Support (Conditional) Support jewelry and watch repair intake and client-facing service interactions as needed, based on staffing models, training, and business needs. Assist sales and service team members with on-site service needs such as sizing, intake support, and minor service coordination when assigned. Collaborate with liquidation and estate-related functions to support efficient servicing of estate jewelry repairs when applicable. Maintain appropriate service coverage by coordinating with team members and the Client Experience Coordinator. Collaboration & Coverage Partner with sales, service, estate, and operations teams to support a cohesive client experience. Serve as backup to partner Repair Coordinator and other service coordination roles as needed to support workflow continuity. Support time-sensitive or rush service requests through accurate coordination and communication. Contribute to maintaining a clean, organized, and professional service and showroom environment. Administrative & Compliance Expectations Utilize Springer's technology platforms and adhere to established documentation, reporting, and meeting rhythms. Respond to internal communications within company expectations and maintain accurate scheduling and timekeeping records. Follow all company policies, safety standards, confidentiality requirements, and brand guidelines.

KEY PERFORMANCE INDICATORS

(KPIs) Accuracy and completeness of repair intake and documentation Timeliness of repair coordination and status communication Quality control accuracy upon repair return Inventory accuracy related to service materials and findings Client satisfaction related to the jewelry repair experience Adherence to operational, documentation, and compliance standards

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Ability to remain in a stationary position or move throughout the service and retail environment as job duties require. Ability to handle small, detailed items with care and precision. Ability to communicate effectively in person, by phone, and in writing. Visual acuity required for inspection of jewelry and service documentation. Flexibility to support extended hours during peak seasons or business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

CAPABILITIES ASSOCIATED WITH SUCCESS

Experience in jewelry and watch repair coordination, service intake, or related service roles that supports accurate repair planning and follow-through. Working knowledge of jewelry and watch terminology and repair considerations to support quality control and service decisions. Strong organizational skills and attention to detail to manage multiple repairs and documentation requirements. Effective communication and time management skills to support coordination across teams and vendors. Ability to work collaboratively in a team-based service environment. High school diploma or equivalent.