Jewelry Television - Consumer Protection Risk Agent

Job Description:

The goal of the Consumer Protection Risk Agent is to protect Jewelry Television and its customers from potentially fraudulent activity by verifying each held order, conducting a detailed investigation when suspicious account activity is suspected. Verify high-risk credit card “stretch pay” orders to determine legitimacy and prevent fraud prior to shipment of merchandise.

Duties and Responsibilities:

• Review and respond to customer questions and comments through multiple platforms, to include phone, email, and print mail
• Placing suspicious orders on hold until thoroughly investigated
• Contact issuing bankcard companies to verify customer name and address detail.
• Respond to incoming customer calls specific to verification/inquiries of high-risk orders
• Thoroughly document completed research for each order processed
• Positively present JTV and Consumer Protection in all interactions
• Deliver exceptional service to internal and external customers
• Review Express Orders and release them as quickly as feasible, to prevent delays
• Professionalism, integrity, and dependability are must haves

Requirements:

• · Extensive experience in delivering exceptional customer service
• · Previous Service training a plus
• · Ability to provide call resolution to customers when feasible.
• · Ability to thoroughly research and document held orders; clearly noting steps taken to arrive at a resolution
• · Excellent problem-solving and multi-tasking skills
• · Superior attention to detail, and follow-through
• · Strong communication skills and the ability to resolve sensitive issues
• · Sound judgement and decision-making skills
• · Proficient computer skills to effectively learn Jupiter, Cust Accounts, and other required programs
• Must demonstrate a high level of professionalism
• · Excellent verbal and written communication skills

JTV Perks:

• Weekly pay period
• Outstanding employee benefit program
• 401(k)
• Great employee discount program through local vendors
• Exceptional employee discount on JTV product
• 24-hour private Fitness Center for all JTV employees and their immediate family
• Our employee park features a Walking Trail, Frisbee Golf, Pickleball Courts, Sand Volleyball and MORE!

Overview:

Jewelry Television® (JTV) is one of the leading retailers of jewelry and gemstones in the United States. Privately-held with a proven 30-year history, JTV leverages an omni-digital strategy designed to elevate the customer experience through holistic, digitally-driven touch points, including broadcasting live programming 24 hours a day, seven days a week to 86-million U.S. households, an industry leading mobile optimized e-commerce platform, and a robust social media presence. As part of its commitment to the development and distribution of educational content and consumer satisfaction the company employs numerous Graduate Gemologists and Accredited Jewelry Professionals. The company’s website, JTV.com, is one of the largest jewelry e-commerce websites in the country according to Internet Retailer’s Top 500 list for 2015.

Jewelry Television® (JTV) is an Equal Opportunity Employer (EOE) that 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.

Jewelry Television® (JTV) is an E-Verify employer and participates in the E-Verify program. Jewelry Television® (JTV) participates in the Tennessee Drug-Free Workplace Program.