Job Title: Service Experience Liaison

Reports to: Retail/ Service Leadership

Job Location: Christiana Mall, Delaware

Hours per week: 40+

FLSA Status: Non –exempt - Hourly

Classification: Full-time

Work Type: On-Site

About The 1916 Company:

The 1916 Company is a premier luxury watch and fine jewelry retailer with showrooms and boutiques across the US, Collector's Lounges in major domestic and international markets, and four international offices - with 25 locations in total. We are committed to delivering exceptional client experiences and building teams of extraordinary individuals who share our passion for excellence and the world's finest timepieces and jewelry.

Overview:

We are seeking a Service Experience Liaison to join our after-sales team. In this role, you will be the go-to expert for our service operation — guiding clients through every step of the repair journey, ensuring work is handled accurately and efficiently, and helping your colleagues build the knowledge and confidence to deliver consistently outstanding service.

This is a role for someone who loves exceptional watchmaking, genuinely enjoys connecting with clients, and takes pride in getting the details right.

Key Responsibilities:

Guide the client experience:

Serve as the resident expert on service policies, pricing, warranties, trade-ins, and bracelet sizing.

Walk clients through the service process: what work is needed, what it costs, how long it will take, and what happens next.

This role is responsible for communicating with the client, keeping them informed at every stage of the repair.

Ensure every service request starts strong: complete intake documentation and a thorough condition assessment.

Provide accurate service quotes, typically within 10% of final charges.

Train and support the team:

Design and lead training for client-facing staff, including short sessions, hands-on workshops, and knowledge checks.

Keep the team current with refreshers, briefings, and access to subject matter experts.

Cover topics such as client intake etiquette, condition assessments, warranty repair journeys, service forms and tools, escalations, and bracelet sizing.

Manage tools and processes:

Administer our service workflow platform (WSC): set up and onboard users, maintain best practices for entries, transfers, and auditing, and manage lead-time expectations.

Serve as the primary point of contact between our team and the service center on workflow matters.

Handle escalations and help resolve service issues on behalf of the team.

How Success Is Measured

A 90%+ Immediate Proceed success rate on qualified service opportunities.

Accurate quotes, complete documentation, and correct warranty determinations.

A member of a client-facing team that is confident, knowledgeable, and consistently delivers a memorable service experience.

Experience and Qualifications:

Strong attention to detail and commitment to accuracy.

Clear, warm communication skills — comfortable with both clients and coaching colleagues.

Experience with service estimates, valuations, or after-sales operations preferred (watch industry experience is a plus).

Interest in or knowledge of luxury timepieces, with the ability to master product references and service standards.

An empathetic, client-first mindset.

Compensation:

$27 - $30.00 per hour, dependent upon luxury experience

Equal Opportunity Employer:

The 1916 Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties may change based on business needs.

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