The Repair Operations Specialist is responsible for supporting the daily operations of the Repair Department by coordinating repair workflow, communicating with customers, and providing administrative and production support. This role helps ensure repairs move efficiently from customer intake through completion while maintaining exceptional customer service and accurate documentation.
Working closely with the Repair Department Manager, jewelers, watch personnel, and sales team, this position plays a key role in maintaining workflow, improving communication, and supporting an outstanding customer experience.
Qualifications
· Excellent customer service and interpersonal communication skills.
· Strong organizational, multitasking, and time management abilities.
· Exceptional attention to detail and accuracy.
· Ability to prioritize work in a fast-paced environment.
· Strong computer skills and the ability to learn new software and database systems.
· Professional judgment, integrity, and problem-solving skills.
· Ability to work independently while collaborating with multiple departments.
· Jewelry, luxury retail, repair administration, or operations experience is preferred but not required.
Essential ResponsibilitiesCustomer Service & Repair Intake
· Welcome customers and assist with repair and appraisal intake.
· Accurately document customer information, repair requests, and item details.
· Answer repair-related questions and provide timely status updates.
· Communicate estimates, approvals, repair timelines, and completed repairs through the customer’s preferred communication method.
· Assist customers during repair pickup while ensuring a positive customer experience.
Repair Administration & Workflow
· Prepare repair estimates and document customer approvals or declined work.
· Maintain accurate repair records and documentation within programs.
· Coordinate repair workflow from intake through production and completion.
· Monitor repair progress, update timelines when necessary, and communicate delays or concerns.
· Support the Repair Department Manager in maintaining an efficient repair schedule.
Production & Quality Support
· Prepare work for production by organizing repair materials and ordering findings or supplies as needed.
· Coordinate outside repairs and monitor special-order components.
· Assist with quality control by reviewing completed repairs and documentation before customer pickup.
· Help maintain organized repair records, files, and production materials.
Department Support
· Provide administrative and operational support to the Repair, Watch, and Custom Departments as workload permits.
· Assist with reports, workflow improvements, inventory support, and special projects.
· Help maintain clear communication between departments to ensure repairs progress efficiently.
· Provide reliable department coverage during employee absences and scheduled time off.
General Responsibilities
· Represent Skeie’s with professionalism, courtesy, and a customer-first attitude.
· Follow all company policies, procedures, and service standards.
· Attend department and company meetings and participate in ongoing training.
· Collaborate with coworkers to achieve department and company goals.
· Identify opportunities to improve workflow, efficiency, and the customer experience.
· Perform other related duties as assigned.
Physical Requirements
· Ability to sit or stand for extended periods.
· Frequent computer and telephone use.
· Ability to lift and move small packages, repair trays, and supplies.
· Ability to safely handle jewelry, watches, and other small components.
Position Success Measures
Success in this role will be demonstrated through:
· Accurate and timely processing of repair intake and estimates.
· Consistent and professional customer communication.
· Efficient coordination of repair workflow and reduced production delays.
· Well-organized repair documentation and records.
· Reliable operational support for the Repair, Watch, and Custom Departments.
· High levels of customer satisfaction and teamwork.
Pay: From $20.00 per hour
Benefits:
- Employee discount
- Paid time off
Work Location: In person
