Customer Care Support Representative at Brilliant Earth

| Greater Denver Area
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Customer Care Support Representative – Brilliant Earth, Denver

Brilliant Earth is one of the fastest growing e-commerce jewelers in the world, and a global leader in ethically sourced fine jewelry. Founded in 2005, we have been featured in Time, The Knot, Forbes, and Refinery29, among many other media outlets. We are a group of dedicated team members 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 hard-working team players that welcome challenges and rise to any occasion. Our community of collaboration, respect and encouragement is fostered by frequent team events, cross-departmental meetings and celebrating our wins, big and small. 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 Care Support Representatives are dedicated to providing an exceptional experience for every Brilliant Earth customer. In this role, you will be responsible for guiding the customer through the life of the after-sale process through our multiline phone system and via email. You will assist customers by troubleshooting orders, relaying information on shipping and account statuses, and work with the sales team to successfully complete customer orders. The goal of the Customer Care team is to create personalized experiences and build lasting relationships while sharing in the happiest moments of our customers' 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 customer support and time management skills.

Ideal candidates can work a Tuesday – Saturday schedule. 

What you’ll do: 

  • Create memorable and personalized experiences for Brilliant Earth customers by providing support and responding to customer inquiries through a high volume of phone calls and emails. 
  • Provide real-time assistance for customer orders and account statuses while focusing on providing a luxury customer experience. 
  • Correspond with customers on applying relevant financing, payments and documentation collection for orders to ship on schedule. 
  • Keep customers informed of any changes or updates to their current order shipping timeframe. 
  • 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, diamond options, and exchanges. 
  • Communicate with and support the sales team to help execute multiple processes and successfully complete orders. 
  • Maintain demonstrated responsibility and accountability for meeting individual and team goals in a customer service focused environment. 

You’re a great fit if you have: 

  • A Bachelor’s degree or equivalent, preferred 
  • Robust customer service 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 
  • An ability to solve complex customer situations through varied applications and/or software. 
  • Strong attention to detail 
  • Excellent, professional verbal and written communication 
  • Strong computer and phone skills – experience with a CRM system, managed multiline phone system, or customer focused channel software system, preferred 
  • An ability to adhere to and implement relevant policies and procedures regarding high value product orders 
  • Exceptional time management skills, accountability, and an ability to adapt quickly in a flexible work environment 
  • A team-oriented mindset with an ability to work collaboratively and think critically 
  • A positive, eager to learn attitude and desire to grow in a dynamic work environment 
  • Interest in socially and environmentally responsible organizations and products 

The targeted total compensation budget for this position is 46.5k. This compensation budget range may be adjusted at any time at the discretion of the company. 

Brilliant Earth offers a competitive, robust benefits package. As a full-time Brilliant Earth employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, an open PTO policy, and an employee discount on our products. Employees of Brilliant Earth have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.

Brilliant Earth recognizes the value of diversity and inclusion on our team, as we work together to reinvent fine jewelry in a thoughtful and modern way. At Brilliant Earth, we celebrate each other – our successes, the lessons along the way, and the unique perspectives each individual brings to our team. It is our intent to maintain a work environment and hiring process which is free of harassment or discrimination because of sex, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by Federal, State or local laws. We are committed to complying with all Federal, State and local laws providing Equal Employment Opportunities, and all other employment laws and regulations.

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • NetSuiteCRM
    • SailthruEmail

Location

Located across from the Cherry Creek Mall, our team members have walking access to popular restaurants, shops, and the Cherry Creek trail. The office is centrally located and our team members bike, walk, drive, and utilize public transportation to commute.

An Insider's view of Brilliant Earth

What are some social events your company does?

I joined Brilliant Earth because the story of growth was very inspiring to me. I knew I could contribute to that vision and be a part of something that I believed in. The culture fit with my own personal values and the mission provided a sense of purpose in the work I would be doing.

Sam

Director, Customer Experiences and Contact Center

How do you collaborate with other teams in the company?

I start my day by taking a look at the calendars and seeing what lies ahead for the day. I also like to say hi to everyone as they come in. Our showroom is open 7 days a week, so we each have a different workweek. It's nice to catch up each morning with people who are back from their weekend!

Kelly

Customer Experience Manager

How does the company support your career growth?

"Brilliant Earth is a great place to work, not only if you want to develop professionally, but also if you want to work toward a larger common good. You’ll be motivated by your other team members to put your best foot forward every day. I’m excited to see all the impacts Brilliant Earth can continue to make on the jewelry industry!

Mary

Sr. Marketing Manager

How do you empower your team to be more creative?

Brilliant Earth has one of the most collaborative cultures I've been a part of. It is strongly encouraged to partner on initiatives cross-functionally and build teams to solve tough problems. The feeling of support, friendship, and working toward a common goal is palpable and makes this a special place to work.

Sharon

SVP, Customer Operations

How do your team's ideas influence the company's direction?

What I enjoy most about the culture is the true desire of everyone to make a difference. As a new employee I have felt valued since day one and truly feel like my opinion and ideas matter. Senior Leadership is always open to implementing new ideas and gives me the freedom to take chances and, in some cases, risks to help those ideas come to life.

Duane Crum

Senior Customer Care Manager

What are Brilliant Earth Perks + Benefits

Brilliant Earth Benefits Overview

Brilliant Earth offers a competitive, robust benefits package. As a full-time Brilliant Earth employee, you can choose to enroll in medical, dental and vision insurance plans, 401(k) plan with matching contribution, and commuter benefits. We offer paid parental leave, an open PTO policy, and an employee discount on our products. Employees of Brilliant Earth have access to an Employee Assistance Program which includes mental health counseling, and can participate in regular wellness events led by the culture team.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
Mission & Volunteering Committee Professional Development Book Club
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer a stipend for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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