Luxury Customer Service Specialist in New York

Position Overview

TraxNYC Jewelry, one of New York City’s most established custom jewelry brands located in the heart of the Diamond District, is seeking a professional, highly organized, and career-focused Luxury Jewelry Customer Service Specialist. In this role, you will support our clients at every stage of their journey—from handling inquiries and tracking orders to managing feedback and ensuring client satisfaction—while working closely with our sales team to convert interest into revenue opportunities. Join us if you value luxury service, efficiency, and clear communication in a fast-paced environment.

Key Responsibilities

• Respond to customer inquiries via phone and email with clarity, professionalism, and urgency
• Provide accurate updates on orders, custom production timelines, and shipping
• Manage return and repair requests from intake to resolution
• Collaborate with the sales team to pass along leads and client opportunities
• Monitor and respond to online reviews and customer feedback
• Proactively reach out to dissatisfied clients to resolve issues before they escalate
• Identify client concerns or recurring issues and report them directly to management
• Keep accurate internal records using CRM platforms and project tracking tools
• Ensure every customer interaction reflects the high standards of the TraxNYC brand

Required Qualifications

• Prior customer service experience in luxury, jewelry, fashion, or hospitality
• Highly organized and reliable, with strong multitasking and follow-through skills
• Polished written and verbal communication skills
• Professional demeanor with the ability to remain composed under pressure
• Comfortable working closely with sales and production teams
• Ability to observe patterns, recognize recurring issues, and report them to supervisors
• Familiarity with CRM tools and monday.com is a plus
• Authorized to work in the U.S.

Compensation & Schedule

• Pay: $18.00 – $25.00 per hour (based on experience)
• Subject to growth based on performance
• Schedule: Part-time; expected 24 – 50 hours per week with Monday – Friday and occasional weekend availability
• Location: In-person, New York, NY 10036 (Diamond District)

Benefits & Perks

• Paid time off
• Employee discount on fine jewelry
• Growth opportunities into sales support, logistics, or client experience leadership
• Work with a fast-moving, focused team and gain deep exposure to luxury jewelry operations
• Direct access to management—your feedback and insights will help shape the company’s success