Customer Success Specialist & Office Assistant Casoro Jewelry Safes - 5.0 Santa Ana, CA Job Details Full-time $20 - $24 an hour 1 hour ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Qualifications Interpersonal skills Collaboration English Brand advocacy Shipping & receiving Attention to detail Full Job Description Job Overview Casoro is seeking a highly motivated, curious, and customer-focused Full-Time Customer Success Specialist and Office Assistant with a passion for luxury craftsmanship and exceptional service. As a Casoro brand ambassador, you will guide clients through their white glove safe ordering process to protect their most treasured possessions while complementing their homes and lifestyles. As the voice of our brand on the phone, you'll deliver an exceptional client experience and give every client the same care they would receive in person: warm, attentive, and unhurried, while keeping each call focused and the queue moving. Beyond the phones, you'll have post-delivery service and warranty follow-up and help keep the office running smoothly behind the scenes. What you'll do Client calls Answer an average of about 34 inbound calls a day with polish and warmth, routing each call or message to the right person (sales, sales support, customer success, showroom, and others). Troubleshoot post-delivery issues such as malfunctioning locks, battery replacements, and defect complaints, walking clients step by step through the fix and next steps. Read each caller's tone and needs, keeping the conversation on track and closing it graciously so every client feels heard and the next caller isn't kept waiting. Document calls accurately, gathering detailed descriptions and photos when needed, and escalate complex issues to the right team with clear context. Service and warranty Manage extended service and warranty claims from intake through resolution. Make outbound calls to update clients on the status of their custom-built safes and follow up on warranty issues. Call clients two days ahead to confirm deliveries, safe moves, and service appointments. Follow up with installers to ensure we have an Equipment Acceptance Form for all white-glove installations and Maximum Installer Team installations locally. Order and ship replacement parts to clients. Office and operations support Record serial numbers and installation dates in our system when jobs are completed. Receive mail and deliveries, distributing them or arranging pickup as needed. Provide backup support for shipping and installation. Work collaboratively with team members to create a positive and dynamic office environment. The ideal candidate Experience with a luxury brand (required). Excellent English communication skills A background in customer service, client care, or technical support.

An exceptional phone presence:

calm, gracious, and articulate under pressure. Strong problem-solving skills and the patience to explain technical steps in plain language. The judgment to know when to linger and when to wrap up, and the ability to redirect a conversation without sounding rushed or dismissive. Strong organization and attention to detail, with the ability to balance a busy phone line alongside administrative tasks. Ability to calmly deal with high-net-worth individuals who expect excellent service. Discretion, professionalism, and genuine pride in making clients feel exceptional. This position is designed for motivated individuals eager to grow their expertise in customer success while supporting organizational efficiency. We welcome applicants committed to delivering exceptional service and contributing positively to our team environment.

Pay:

$20.00 - $24.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Paid time off Vision insurance

Work Location:

In person