Job Description
Job DescriptionSalary: $75,000
Customer Service Manager
About Us:
The 1916 Company is the worlds leading destination and global community for collectible luxury watches and fine jewelry. Comprising more than 20 boutiques and Collectors Lounges in important watch markets worldwide, The 1916 Company brings together the legacies of WatchBox, Govberg Jewelers, Radcliffe Jewelers, and Hyde Park Jewelers to offer a curated selection of timepieces and fine jewelry both new and pre-owned by the most respected brands, a dynamic media platform, and the support of trusted client advisors. The 1916 Companys vibrant community extends from coast to coast and around the world
Position Overview:
The Customer Service Manager serves as a key leader in ensuring exceptional post-sale experiences for clients of The 1916 Company. This role is responsible for overseeing the customer service team, supporting sales traders, and maintaining strong relationships with clients and repair centers. The ideal candidate will drive service excellence, streamline communication processes, and lead continuous improvements across customer interactions.
Objectives:
The objective of the Customer Service Manager is to lead and develop a high-performing service team that delivers exceptional client support and fosters lasting relationships. This role plays a critical part in resolving complex inquiries, managing escalations, optimizing workflows, and enhancing overall customer satisfaction.
Key Responsibilities
Manage and mentor a team of customer service administrators
Serve as the primary escalation point for high-value or complex client issues
Oversee client communications post-sale, ensuring clarity, professionalism, and consistency
Collaborate with repair centers to resolve repair issues and align on service timelines
Ensure timely and accurate entry of work orders, estimates, and billing through CRM systems
Monitor factory ETAs and ensure client expectations are managed accordingly
Develop and implement strategies to enhance service quality and team efficiency
Oversee photographic documentation and record-keeping of client watches
Maintain and improve standard operating procedures for communication and service delivery
Coordinate and approve shipping logistics for repairs and returns
Analyze customer feedback to identify trends and opportunities for improvement
Skills and Qualifications
3+ years of experience in customer service, with at least 1 year in a supervisory or managerial role
Strong leadership and coaching abilities
Exceptional verbal and written communication skills
Proficient in CRM tools; Salesforce experience preferred
Proven ability to resolve issues with a customer-first mindset
Highly organized with strong attention to detail
Able to prioritize and manage multiple responsibilities in a fast-paced environment
Analytical mindset with a focus on continuous improvement and service metrics
EEO statement
The 1916 Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.