Customer Service Receptionist

Diamonds International is seeking a high-energy, customer-first professional to serve as the primary voice and face of their organization. The Customer Service Receptionist will manage a high-volume customer service hotline, assist customers with their needs, and collaborate with internal departments to ensure all inquiries are addressed effectively.

Responsibilities:

• Front Desk Ambassador: Manage a high-volume customer service hotline with a positive attitude and professional demeanor
• Needs Assessment & Routing: Actively listen to callers to identify their needs and direct them to the appropriate department or resolution
• Policy Expertise: Clearly and professionally explain company policies (returns, refunds, warranties, etc.), ensuring customers feel informed and respected
• Case Management: Open customer service claims and accurately assign tickets to designated representatives using Salesforce CRM
• High-Stakes Prioritization: Maintain a “phone-first” mentality, with the ability to pivot instantly recognizing that live customer interactions take priority over internal emails and administrative tasks
• Team Collaboration: Work collaboratively with internal departments and international store partners to ensure no customer inquiry falls through the cracks

Requirements:

• Proven ability to remain organized and productive in a high-volume, fast-paced environment with shifting priorities
• A collaborative professional who supports colleagues and contributes to overall team success
• Strong verbal communication skills, along with professional and empathetic written communication for email correspondence
• Strong typing skills and computer literacy
• Ability to work independently in a remote environment without direct supervision
• Fluency in English is required; bilingual (English/Spanish) is a plus
• Reliable and consistently prepared to begin work promptly at the start of each shift
• A quiet, professional home office with high-speed internet and a distraction-free environment
• Experience with Salesforce or a similar CRM system is highly preferred