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Customer Experience Assistant, Ecommerce – Boston

Customer Experience Assistant, Ecommerce – Brilliant Earth, Boston
Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and the global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Newsweek, Glamour, the Today Show, and Martha Stewart, among many other media outlets. We are a team of dedicated individuals with a common goal of creating a more sustainable, transparent, and compassionate jewelry industry. 

We are searching for bright and passionate people who are excited to make an impact from day one and grow with the company to take on greater responsibility over time. We are collaborative, hard-working team players that welcome challenges and rise to any occasion.  Our open workspace in the heart of Boston encourages conversation and collaboration.  From cross-departmental meetings to frequent team building events, Brilliant Earth team members bring a top-notch attitude and a willingness to help each other grow. For more insight into our work environment and culture, and to hear from our employees, check out our profile on the Muse! 

Everyone at Brilliant Earth has a voice – we want to hear yours! If you are interested in growing with Brilliant Earth, send us a resume and cover letter letting us know why you are interested in joining our mission and our team. Please include a sentence about your favorite shape of diamond.

About the role: 
Our Customer Experience Assistants are dedicated to providing an exceptional experience for every Brilliant Earth customer. The ecommerce sales assistant will be responsible for guiding the customer through the life of the sale through our multiline phone system and live chat platform. You will take a consultative approach towards customer inquiries regarding our luxury product line to assist in finding the best jewelry match for each customer. The goal of the Sales and Customer Experience team is to create personalized experiences and build lasting relationships while sharing in the happiest moments of our customer’s lives. The team operates in a fast-paced environment and is the engine which drives our company.  As a team member, you will have the opportunity to have a clear impact on the company’s growth while developing your sales and time management skills.  

What you’ll do:

  • Manage, maintain, and close inbound phone and chat leads in a high-volume capacity, while focusing on a luxury customer experience.
  • Create memorable and personalized experiences for Brilliant Earth customers by providing support and responding to customer inquiries through phone calls, live chat, and email.
  • Consistently seek ways to improve the customer experience while adding value to the Brilliant Earth sales team by critically thinking and implementing customer feedback.
  • Utilize sales strategies and forward-thinking problem-solving techniques to assist and guide customers through multiple purchasing decisions such as ring settings selections and diamond options.
  • Create a truly one-on-one ecommerce experience reflecting our luxury brand and product quality.
  • Maintain demonstrated responsibility and accountability for meeting individual and team goals in a sales focused environment.

You’re a great fit if you have:

  • A Bachelor’s degree or equivalent, preferred
  • Robust sales skills and experience working in an ecommerce environment
  • A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction
  • Excellent, professional verbal and written communication
  • Strong attention to detail
  • Strong computer and phone skills – experience with a CRM system, managed multiline phone system, live chat platform, or customer focused channel software system, preferred
  • An ability to adhere to and implement relevant policies and procedures regarding high value product orders
  • Ability to think critically and adapt quickly in a flexible work environment
  • Exceptional time management skills and accountability
  • A team-oriented mindset with an ability to work collaboratively
  • An eager to learn attitude and desire to grow in a dynamic work environment
  • Interest in socially and environmentally responsible organizations and products
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