Customer Service Associate/ Senior Customer Service Associate

Shane Company Louisville , KY 40202

Posted 3 months ago


As a Customer Service Associate you are frequently the first and last impression each guest has in their interaction with us and can make the difference between an amazing experience and an ordinary one. There is truly nothing "ordinary" about Shane Co. so this role is a critical one!

As a leader in the jewelry industry for four generations and as the largest family-owned jeweler in the U.S., Shane Co. serves our customers with an unparalleled standard of excellence. Our people get to share in our customers' milestone moments such as weddings, birthdays, anniversaries, and everything in between. We are looking for passionate, fun, vibrant individuals who want to be a part of our dynamic company culture in a retail environment.

Our goal for you is to give you an employment experience like no other so you wake up and want to come to work every day! If you love being part of a team as well as providing personal attention to every customer, this is the place for you!


The level of customer service at Shane Co. is exceptional and our Customer Service Associates are critical to that process and responsible for far more than cashiering. Daily responsibilities may include:

  • Assisting with front and back of house operations, understanding the basic functionality and organization processes in the shop, customer service, and operations departments. This may include acting as the store greeter, supporting sales floor activities, and upholding all merchandising standards in conjunction with partners in store.

  • Participation in and proper usage of all customer services offered in store, including financing, layaway, and jewelry clean and checks.

  • Assisting with maintaining accurate inventory of all merchandise and ensuring merchandise security.

  • Participating in and exemplifying our company culture.

  • Cashiering, and making sure merchandise is presentable when a guest is leaving.

  • Communicating with customers face to face, as well as virtually and via phone and email.

  • Partnering with Bench Jewelers to assist with customer repairs and warranty work

  • Initiating and ensuring all gold buy transactions and processes are followed and maintained in compliance with all local, state, and federal laws and regulations.

No jewelry experience? No problem! We will provide you with the training you need to be able to demonstrate an in-depth knowledge of our merchandise, represent our brand, and create an exceptional store experience for each and every customer. In addition, we care about your personal experience as an employee and providing you with career development opportunities.


  • A minimum of 1 year of experience providing a high level of customer service in a face-to-face environment is preferred (a minimum of 2 years of customer service in a face-to-face environment is required, with 6 months or more in a leadership or advanced customer service role preferred for Senior CSA). Prior experience with jewelry is neither relevant nor required we will teach you!

  • We are available to our customers when they need us so evening and weekend availability is a must. (Though unlike most retailers, we are closed on major holidays!)

  • Excellent communication and interpersonal skills.

  • Demonstrated attention to detail and accuracy.

  • Comfortable with technology and comfortable learning new systems and processes.

  • Demonstrated ability with math (addition, subtraction, multiplication, and division) as well as cash handling.

  • Great ability to provide and receive feedback from peers, supervisors, and customers and adapt behavior with coaching.

  • Genuine enjoyment in providing great service.

  • Organizational excellence and ability to manage deadlines, multitask, and prioritize effectively.

  • Excellence in written and spoken English is required; you will communicate with our customers and home office team members in writing as well as face to face. Minimum of a high school diploma or equivalent is required.

Behavioral Characteristics

People-focused, communicative, and team-oriented individuals will see the most success in this role. Strong communication, patience, and resourcefulness are imperative for this role, as are organizational skills and attention to detail. Successful candidates for this role also find fulfillment in areas such as following procedures, working closely with others, and working on a variety of tasks throughout the day. A focus on task-management is required, along with the ability to focus on people and relationships.

Work Environment

The primary environment for this role is a bright, well-lit, retail store. Standing, sitting, and walking are required a significant portion of the time. This role requires bending, reaching, twisting, stooping, and occasional lifting of objects. Most business is conducted with customers in person. This role may also speak with customers over the phone or via email. Manual dexterity, visual acuity, and color discernment are required at a very high level and with high frequency. This role is not a remote role.

Why Work for Shane Co.?

Shane Co. is a family owned business and everyone who works in our organization is part of the family. This family point of view is exactly why we want to take care of you AND your family.

  • We want driven and competitive people who help us satisfy our customers' needs. In our stores, we do not sell on commission, we offer a competitive base rate and we bonus based on team performance.

  • We focus on providing you a time off package that is very generous for retail! It is important for us to be available when our customers need us. Our store employees do work weekends and evenings. However, you accrue 3 weeks of vacation in your first year! In addition, you also earn 6 sick days per year. We are closed on 7 holidays (unlike most retailers), AND we pay you for one volunteer day per year! The longer you work with us, the more vacation time you earn.

  • Unlike other companies who just offer low paying disability insurance to cover your major illness situations, we offer the ability to earn time off at FULL pay for the care of yourself or a family member! When your family needs you, we want you to be able to be there for them.

  • We offer very competitive medical, dental and vision plans, as well as a 401 (k) plan with a company match, company paid life insurance, and flexible spending accounts for medical, daycare or mass transit commuting expense. We also offer a number of discounted voluntary benefits including long-term disability, life insurance for your dependents, pet insurance and even things like discounted travel and movie tickets!

  • We have benefits focused on you AND any family member (Partner, children and even your parents!) including counseling, legal advice, assistance in finding appropriate medical specialists and even help in understanding medical bills!

  • And, of course, we offer a generous discount in our stores or online for you AND your family members!

Pay starting at $19.00 per hour based on candidate's experience and skills, plus opportunity to bonus monthly based on team performance.

Employer will not sponsor visa or work authorization.

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