Service Intake Coordinator

SUMMARY OF THE DEPARTMENT

The Service Department is a client- and vendor-facing function responsible for delivering a Superior Experience Always by meeting the direct service needs of Springer’s clients. The department supports repair intake, repair coordination, inspections, appraisals, and routine jewelry and timepiece services while ensuring accuracy, transparency, and consistency across all service workflows. Serving as a critical bridge between clients, jewelers, watchmakers, and external service partners, the Service Department operates through collaboration, cross-training, and adherence to Springer’s Core Values to create a unified, supportive, and high-performing environment for both clients and employees.

SUMMARY OF THE POSITION

The Service Intake Coordinator is a service-focused sales professional responsible for guiding clients through jewelry and timepiece service needs with expertise, care, and confidence. This role facilitates consultative service intake by uncovering client needs, recommending appropriate service solutions, and clearly communicating value, scope, and next steps. Service Intake Coordinators build trust through education, thoughtful conversation, and proactive communication, serving as a key steward of Springer’s service experience.

Working closely with Client Advisors, service coordinators, repair teams, and inventory partners, the Service Intake Coordinator supports a seamless and elevated client journey. Based on location needs, training, and staffing models, the scope of service intake may include jewelry services, watch services, or both.

CORE HOURS
This role may be structured as full-time or part-time based on business needs, operational volume, and location requirements. Scheduling and coverage expectations are determined by operational demand and may include evenings, weekends, holidays, and peak business periods. In cases where the role is part-time or combined with other responsibilities, scope and time allocation will be defined through a separate position agreement.

CORE RESPONSIBILITIES

Consultative Service Intake & Client Experience (Core Ownership)

Engage clients in thoughtful conversation to understand service needs, concerns, and goals.

Assess jewelry and timepiece condition at intake and recommend appropriate service solutions aligned with client needs and company standards.

Clearly explain service options, value, timelines, and next steps to support informed decision-making and client confidence.

Facilitate accurate and complete service intake to ensure a smooth transition from intake through repair and completion.

Reinforce service value and care recommendations at service completion to support long-term client relationships.

Service Documentation & Coordination

Create and maintain accurate service records, descriptions, images, and notes using Springer’s approved systems and tools.

Partner with service coordinators and repair teams to ensure intake documentation supports efficient repair planning and execution.

Identify and escalate intake discrepancies, quality concerns, or missing information to support service accuracy and turnaround expectations.

Sales Partnership & Collaboration

Collaborate closely with Client Advisors to support a cohesive client experience and continuity of relationships.

Identify opportunities to recommend additional service solutions that align with client needs, care best practices, and company standards.

Support handoffs between sales and service teams to ensure clarity, consistency, and trust throughout the client journey.

Operational & Coverage Support (Conditional)

Based on location needs and training, support intake for jewelry services, watch services, or both.

Perform routine service support functions, such as battery replacements, sizing adjustments, or inspection assistance, as assigned.

Assist with related service department tasks to maintain continuity of operations and client support during peak periods or staffing gaps.

Environment & Brand Standards

Maintain a professional, organized, and welcoming intake environment that reflects Springer’s brand and service standards.

Support showroom readiness during quieter periods through restocking, organization, and presentation tasks, as appropriate.

Demonstrate brand stewardship through polished communication, attention to detail, and client-first behavior.

Administrative & Compliance Expectations

Adhere to all company policies, safety standards, confidentiality requirements, and brand guidelines.

Utilize Springer’s technology platforms and participate in required meetings, training, and documentation processes.

Maintain accurate timekeeping and communication in alignment with department expectations.

KEY PERFORMANCE INDICATORS (KPIs)

Accuracy and completeness of service intake documentation

Client confidence and understanding at service intake

Service solution adoption aligned with client needs

Timeliness and clarity of service-related communication

Client satisfaction related to the service experience

Effective collaboration with sales and service teams

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS

Ability to remain active in a forward-facing, client-facing environment for extended periods.

Ability to handle small, detailed items with care and precision.

Ability to communicate effectively in person, by phone, and in writing.

Visual acuity required for inspection of jewelry and timepieces at intake.

Flexibility to support extended hours during peak seasons or business needs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

CAPABILITIES ASSOCIATED WITH SUCCESS

Experience in client-facing service or retail roles that supports consultative conversation and trust-building.

Ability to explain services clearly and confidently, helping clients understand value and care considerations.

Strong attention to detail and organizational skills to support accurate intake and documentation.

Clear, professional communication skills that support collaboration across sales and service teams.

Adaptability to varying service scopes based on location needs, training, and business demands.

High school diploma or equivalent.