Customer Service Representative, Overnight

Customer Service Representative

James Allen is a leading online retailer of diamond engagement rings, and our 24 / 7 Customer Service Center is proudly located in Frederick, MD. We specialize in creating a personalized and immersive virtual shopping experience, where customers can explore thousands of diamonds and settings from the comfort of their home. Our team connects with customers through phone, email, live chat, and text messaging to guide them through one of the most meaningful purchases of their lives. No prior jewelry experience? That's perfectly fine. We offer comprehensive, paid training to equip you with in-depth knowledge of our products, services, and customer care approach. In addition, ongoing training and support help foster your professional development and long-term career growth within the company. We are currently looking for a motivated and customer-focused Customer Service Representative to join our team. In this role, you'll help customers navigate our virtual platform, answer product and order questions, and ensure every interaction reflects our commitment to exceptional service and care.

Responsibilities :

Develop a well-rounded knowledge of James Allen.com and its offerings

Provide customer support via in-bound customer calls, email, live chat, and consultative interactions

Educate customers on diamonds, gemstones, and jewelry; ensuring that the customer receives the information that best fits

their needs

Build relationships with each our customer and provide world class service- celebrating life's special events

Proactively manage customer expectations; ensure resolutions to unforeseen issues exceed customer expectations on all

levels

Work as a team to monitor and handle incoming phone calls and chats from customers to ensure efficiency with answer

times

Accurately enter customers information and process orders efficiently; strong attention to detail is imperative

Requirements :

Previous retail sales and customer service experience

Flexibility to work third shift (overnight) hours, including weekends, and holidays in office at our Frederick, MD customer

service center.

Ability to maintain excellent attendance and punctuality standards. Weekends required

Ability to work in a fast paced environment and maintain excellence in listening, written, and verbal communications

Ability to complete 8 weeks of in office training during regular work hours (Monday - Friday 9am-6pm).

Benefits :

At James Allen, many of our roles offer a high-quality, comprehensive benefits package including healthcare, paid time off, retirement planning and opportunities for career advancement. Some offerings are dependent upon the role, employment type, work schedule or location :

• Paid time off
• Medical, Dental, Vision and Prescription Insurance
• 401(k) Retirement Plan with company match
• Flexible spending account
• Health savings account
• Tuition Reimbursement
• Employee discount
• Parental leave
• Life insurance

Hourly pay : $17.00-$18.00. Final pay rate shall be determined and is based on experience and qualifications. At this time, James Allen will not sponsor a new applicant for employment authorization for this position. Additional Information : R2NET INC. is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status or any other basis prohibited under applicable federal, state or local law. R2NET INC. will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.