Description
Job Title: Watch & Jewelry Repair Specialist
Position Summary:
The Watch & Jewelry Repair Take-In Coordinator is responsible for managing the take-in, documentation, and client communication for all watch and jewelry repair services. This role serves as the first point of contact for repair clients, ensuring items are accurately evaluated, documented, and routed to the appropriate repair technicians while delivering exceptional client experience.
Key Responsibilities
Greeting clients and professionally receive watches and jewelry for repair or service.
Conduct initial visual inspections and document item condition, materials, brand, serial numbers, value, and client concerns.
Create accurate repair intake tickets, including service descriptions, estimates (when applicable), and delivery timelines.
Clearly explain repair processes, delivery timelines, and policies to clients.
Check incoming repairs for deficiencies and condition documentation (broken, chipped or nicked stones, cracks, dents etc.)
Coordinate with in-house or external repair technicians to ensure proper routing and prioritization of jobs.
Maintain organized tracking of all repair items from intake through completion and client pickup.
Communicate status updates to clients via phone, email, or messaging as required.
Process repair payments, and related transactions.
Ensure proper packaging, labeling, and secure storage of all repair items.
Assist with quality-control checks at completion to confirm work matches the intake description.
Support service-to-sales opportunities by identifying maintenance or upgrading needs and referring clients to sales associates when appropriate.
Requirements
Qualifications
Previous experience in luxury retail, jewelry, watch service, or customer service a must.
Strong attention to detail and accuracy in documentation and use of a magnifying device such as a Loupe.
Education in Gemology (GIA or AGS)
Experience in Jewelry Evaluation
Excellent communication and interpersonal skills.
Ability to handle high-value merchandise with care and discretion.
Basic knowledge of watch and jewelry components preferred (training provided).
Proficiency with POS, CRM, or repair tracking systems.
Strong organizational and multitasking abilities.
Strong Computer Skills.
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Key Competencies
Client-focused service mindset
Precision, accountability and accuracy
Organizational excellence
Professional presentation and communication
Trustworthiness and confidentiality
