Gemological Institute of America, Inc. dba GIA seeks a Gemological Services Representative in New York, NY.
Job duties:
Offer technical gemological consultations to clients. Liaise with internal lab managers to share knowledge on diamond cutting and manufacturing while keeping client identities confidential. Act as an escalation point for customer service to explain reports or comments technically. Ensure the management of the technical queue to maintain a 2-hour SLA for the initial contract. Collaborate with other departments to address issues and ensure client satisfaction. Provide training and mentorship to junior staff on technical subjects, and recommend monthly learning “Clarity Sessions.” Stay updated on, industry trends, GIA research, and gemological information. provide technical, in person gemological consultations to clients, including review of inscriptions or internal characteristics. Resolve technical or operational issues related to grading results, including root cause identification and coordination with other teams. Train or mentor junior team members on technical topics related to gemology or laboratory workflows. Monitor client accounts to ensure timely completion of services. Work directly with clients to process service requests, modify services, arrange shipments, and discuss report outcomes. Coordinate with cross functional departments to resolve client issues. Participate in system testing related to client facing or grading support systems.
Minimum Requirements:High school diploma or foreign equivalent plus 2 years’ experience in the job offered or related client service position in the gemology industry.
Must also have:
- Two (2) years of experience in diamond grading.
- One (1) year of experience working with gemological information to support collaboration with internal and external stakeholders.
- One (1) year of experience with laboratory services and service changes.
- One (1) year of experience with operational stone flow processes and with specialized gemological testing equipment in grading workflows.
- One (1) year of experience providing technical, in person gemological consultations to clients.
- Experience working with custom client facing tools used for laboratory or reporting, such as CRM, CSS API.
- Any and all experience may be gained concurrently.
Salary: $77,480.00/year
Work Location: 50 W 47th Street, Suite 500, New York, NY 10036
Interested candidates must email resume to: tmills@gia.edu, referencing job GSR-NY02.