Customer Experience Associate

REEDS Jewelers is excited to invite applications for a pivotal role on our Customer Experience Team, the heart of our commitment to our customers. This team ensures every interaction reflects the quality, care, and excellence that define the REEDS brand.

As a Customer Experience Associate, you will be a major part of the voice of REEDS- fielding real-time calls, chats, and emails from customers across the country. You’ll help resolve inquiries with professionalism, empathy, and accuracy, maintaining the luxury service standards REEDS is known for.

Why REEDS? Founded in 1946, REEDS Jewelers is a family-owned, full-service jeweler and luxury retail company with a strong foundation and a national presence. With stores in 13 states and a leading ecommerce platform, REEDS continues to grow- rooted in tradition, driven by innovation, and powered by passionate people. We look forward to welcoming you to the team. Apply now and be part of something truly special.

Our Values

We lead through REEDS’ core principles:

• Integrity – Do what’s right, always

• Performance Excellence – Drive results and growth

• Stewardship – Build trust at every turn

• Professionalism – Lead with confidence and consistency

• Entrepreneurial Spirit – Think boldly, act decisively

• Team Orientation – Support, uplift, and collaborate

• Passion – Love what you do and share it with others

This is a great opportunity to gain tangible, hands-on experience in:

• Customer experience operations
• Ecommerce systems
• Luxury product knowledge
• Collaborative team environments

We offer an outstanding training program to help you develop expertise in the jewelry industry, the esteemed brands we represent, and best-in-class sales and service strategies.

The ideal candidate is:

• People-focused, with a passion for helping others
• A strong communicator, both verbal and written
• Able to absorb new information quickly and translate it into excellent service
• Comfortable collaborating across teams and departments
• Flexible and adaptable to evolving business needs

What you’ll do:

• Provide solution-oriented support to REEDS customers with a focus on delivering exceptional, luxury-level experiences
• Troubleshoot and resolve inquiries via phone and email with speed and care
• Process and enter customer orders using our internal systems
• Serve as a liaison between customers and our retail locations across the country
• Support other team duties as assigned

Schedule & Work Environment:

• This is a hybrid position, with most work being remote-optional and occasional in-person team meetings at our corporate office in Wilmington, NC
• This candidate needs to be comfortable regularly working at least one weekend day a week (most likely Saturdays) and regularly working until 8pm on the evenings.

Requirements:

• 6+ months of experience within a customer service-focused environment, such as contact center, retail, hospitality, or food and beverage (preferred)
• A quiet, distraction-free work space with high-speed internet

• Excellent written + communication skills
  
• The ability to work in a fast-paced environment and demonstrate a high sense of urgency
• Must be highly organized, detail-oriented, and able to work independently
  

• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turning on the camera when requested by leadership

REEDS Jewelers offers a comprehensive compensation program, merchandise discounts, 401(k), and paid time off. Full-time team members are also eligible for our benefits program including health/dental/life/LTD insurance, and more!

REEDS Jewelers is an Equal Opportunity Employer. We value the diversity of our team, and employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. REEDS provides a smoke and drug-free environment.