Customer Experience Assistant, Sales

Customer Experience Assistant, Sales - Austin, TX

Our Customer Experience Assistants provide an exceptional experience for every Brilliant Earth customer.  These team members assist our customers in finding their best jewelry match from our luxury product line. By meeting and exceeding sales targets in a fast-paced environment, this team creates personalized experiences while sharing the happiest moments of our customers' lives. 

The ideal candidate will be able to work a full-time schedule that includes weekend days. This role is in-person in our Austin, TX showroom.
Responsibilities May Include:  

Sales & Customer Service:  

• 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.   
• Proactively greet, check-in, and assist customers in the purchasing process, creating a memorable, one-on-one customer experience that reflects our luxury brand and product quality.   
• Guide customers to purchase, creating memorable and personalized experiences for each customer.  
• Manage a high volume of incoming sales leads to attain individual and team goals and revenue targets.  
• Proactively respond to online customer inquiries and provide sales assistance through live chats, and phone calls while focusing on a luxury customer experience, reflective of our high-quality product.  
• Develop and demonstrate product knowledge as it pertains to our diamonds, gemstones, and fine jewelry.    
• Conduct post-sale appointments to assist and educate customers returning for pick-ups, exchanges, re-sizing, and other inquiries.    
• Call customers to confirm showroom appointments and answer any pre-appointment questions.   
• Review customer feedback surveys and online reviews, working with your leaders to continuously improve the customer experience and your sales performance.  
• Use our ERP system to manage your tasks and communicate cross-functionally.   
• Act as a brand advocate, sharing our mission of creating a more sustainable, transparent, and compassionate jewelry industry. 

Showroom Coordination & Maintenance:  

• Maintain luxury showroom appearance, cleanliness, and organization, including executing new product merchandising guidelines.    
• Serve as the liaison for all facilities maintenance projects for the location, including troubleshooting and performing minor repairs as needed.    
• Send and receive product from our distribution center, customers, and external vendors while reconciling inventory within our computer system and maintaining organization.   
• Skillfully enforce policies within the waiting room to ensure a safe and pleasant experience for all guests, and ensure product security.    
• Open and/or close the showroom and waiting area.    

What You Have: 

• A passion for the customer. You don’t just like to help – you go above and beyond to provide the best possible experience to each customer that comes through the door.  
• A drive to exceed goals. You love a good challenge! You’re a self-proclaimed “over-achiever” on a mission to exceed your sales targets.  
• It’s all in the details. When it comes to our customer’s biggest moments, you know it’s the little things that count the most. You have a passion for process and a keen eye for detail in a fast-moving work environment.  
• Communication is Key. You have a way with words. Whether you’re interacting with a customer or teammate in person, via email, or by chat, you’re clear and concise.  
• Master of Collaboration. You’re a team player. You believe that in order to transform the jewelry industry, we all have to work together! 

Bonus Points if You Have: 

• A bachelor’s degree or equivalent preferred 
• Experience with an ERP or CRM system 
• A passion for socially and environmentally responsible organizations and products 

What We Offer 

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth! In addition, we offer competitive compensation and a robust benefits package, including:  

• Career Growth. We want to see you sparkle! Through regular 1-1’s with your manager, a variety of training opportunities, and an annual 360 review process for all employees, our leaders are dedicated to creating clear pathways for growth. Ask the hiring team for more information on how Brilliant Earth creates a culture of collaboration and growth during your interview conversations! 
• Set Schedule. We offer consistent weekly hours, and 2 consecutive days off. 
• Diverse, mission-minded team. We were founded to cultivate a more transparent, sustainable, compassionate, & inclusive jewelry industry. Learn more about our impact and team diversity Here! 
• Lifestyle Spending Account. At Brilliant Earth, we're committed to your well-being. Enjoy company reimbursements for eligible wellness expenses, such as gym memberships, massage, counseling, and more! 
• Continued Education. Company-sponsored learning in leadership, professional skills, diversity & inclusion, and access to tuition reimbursement for role-specific trainings.  
• Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generous discount on our jewelry.  
• Sales Incentive Programs. Quarterly bonuses for achieving sales targets.
• Mental Wellness Perks. We offer access to mental health resources, such as self-care apps and seminars. Our Employee Assistance program offers 24/7 access to counseling! 
• Giving Back and Volunteer Opportunities. In addition to our giving back programs, our teams support local initiatives and spend time together by volunteering.  
• Medical, Dental, and Vision. We offer multiple plans to choose from, including a $0 monthly premium option for employee health insurance and employer HSA contributions. Insurance kicks in on the first day of your 2nd month! 
• 401k match. We know that saving for the future is important. That's why we offer a generous 401k match.  
• Paid Time Off. We know it’s important to recharge and relax - you’ll accrue 3 weeks of PTO in your first year.  
• Parental Leave. We aim to support our growing families. Employees can utilize our paid parental leave to bond and care for their new additions.  
• Disability and Life insurance. 100% employer-paid.  
• Pre-Tax Commuter Benefits.  

How to Apply & What to Expect:  
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. 

You’ll receive an email when we’ve received your application, and can expect an update within a week of applying. The interview process for this role includes a phone call with the recruiting team, an online exercise to explore our website and common customer inquiries, and a video interview with one of our leaders! 

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