Guest Experience Specialist

Title: Guest Experience Specialist

Location: New York, NY (Onsite)

Salary: $50,000 - $60,000

About Us

Effy Jewelry is a family-owned and operated business that has been crafting exquisite jewelry for over four decades. Founded by Effy Hematian, the brand has become synonymous with innovative design, superior craftsmanship, and unparalleled quality. With a focus on innovation and creativity, Effy Jewelry has become a global leader in the fine jewelry industry. Its pieces can be found in major retailers and department stores worldwide, as well as being a leading Fine Jewelry name in the Maritime & Cruise industry with over 150 land-based and cruise ship-based stores.

Job Summary

We are seeking an experienced Guest Experience Specialist to support our customer service operations and deliver a high-touch, luxury-level customer experience. The ideal candidate has 3–5 years of customer service experience, preferably in retail, and thrives in a fast-paced, customer-facing environment. This role requires strong organization, clear communication, and the ability to navigate complex or sensitive situations with professionalism. You will gain in-depth knowledge of Effy Jewelry’s products and processes to effectively support customers throughout their journey.

This role requires being onsite five days a week at our NYC headquarters.

Responsibilities

• Serve as the primary point of contact for customer inquiries across phone, email, voicemail, and special orders, managing a high daily volume of tickets and calls
• Answer and route incoming company calls to the appropriate departments
• Conduct in-person sizing appointments and coordinate customer pickups for repairs
• Address customer concerns with empathy and professionalism, taking initiative to strengthen customer loyalty and satisfaction
• Collaborate with the repair team and cross-functional partners to ensure seamless service execution
• Oversee repair fulfillment from intake through completion, including packing, shipping, and returns
• Provide product guidance and purchasing support across all Effy Retail Stores
• Act as the customer’s dedicated liaison for all matters related to repairs, sizing, authenticity, sales, trunk shows, and the overall Effy experience

Requirements

• 3–5 years of customer service experience, preferably within retail or a call center environment
• Strong written and verbal communication skills; fluency in English required
• Ability to remain calm, professional, and solution-oriented in high-emotion situations
• Proficiency in Microsoft Excel and Word; experience with internal systems a plus
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving skills and a collaborative, team-oriented mindset
• Bachelor’s degree preferred or equivalent professional experience
• Prior experience in the luxury jewelry or fashion industry is a plus

Candidates must have valid work authorization for the U.S. at the time of application and throughout employment; we are not able to sponsor visas.

Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.