HODINKEE – Client Services Associate- Atlanta

Who We Are

HODINKEE is the foremost destination for all things in the world of horology, making watches and information about them accessible to all. Now is an exciting time to join our growing team of creative professionals who are passionate about collaborating on unique projects and providing an outstanding experience for an avid community of watch enthusiasts. Our team consists of editors, designers, engineers, customer experience specialists, operational wizards, and so many other key players who have helped cement HODINKEE’s position as the most trusted source for watch news and products.

At its core, HODINKEE’s goal is to bring its readers and consumers the best in wristwatches in a way that is approachable, authentic, and honest.

By joining our exceptional HODINKEE team, you can help transform the watch industry by delivering a unique, superior, and customer-first experience. This role includes serving as a hands-on team member responsible for performing and reviewing transactions which includes but not limited to Assets, Liabilities, Equity, and Allocations. 

We are looking for a talented and motivated individual to join our HODINKEE Shop team as a Client Services Associate. Our Client Services Associate is a crucial part of our Client Services team — a champion at task management, a get-it-done work ethic in their desire to jump in and help, and a key role in helping Hodinkee in meeting their goals. This individual will learn our business from the ground up, from buying watches from individuals all the way to selling watches and accessories. He or she will start out by learning the fundamentals of what powers our stellar client experience, with a clear path towards advancement within the CS department. This role requires someone who can back up their enthusiasm with stamina and results. It is perfect for both those familiar with eCommerce luxury sales as well as those who are fresh to the eCommerce space and are willing to learn, adapt, and work their way up while wearing many different hats in the process.

What You’ll Do

In this role, you will…

  • Be a key contributor to our team by meeting and exceeding our daily and monthly goals.

  • Develop a strong understanding of Hodinkee’s overall workflow and policies.

  • Ensure a positive and professional client service experience from start to finish.

  • Manage client inquiries via phone calls, emails, and chats consistently meeting response time SLAs and logging all communications within our CRM platform (HubSpot).

  • Study and become familiar with all new Hodinkee products.

  • Direct client complaints or complex queries to relevant team members/departments in a timely manner to quickly resolve issues.

  • Provide clients with technical assistance on products and services.

  • Expedite serious issues to management toward prompt resolution.

  • Build positive client relations by checking in regularly and following up on active tickets.

  • Maintain client records with complete and accurate information to ensure that all teams can understand where the client might be in their customer journey as they interact with Hodinkee.

  • Identify potential client services concerns and facilitate proactive intervention steps.

  • Use the tools provided to keep track of new products and updates on services/processes.

  • Recommend product and system improvements based on client feedback.

  • Assist with client communication during the procurement process - including processing initial offers and final offer acceptances, creating shipping labels, aiding in the trade-in program, and facilitating cross department communication to elevate the client experience.

  • Assist in the creation of processes and workflows that enhance the team’s ability to provide unique and better solutions.

  • Serve as a liaison between departments

Who You Are

  • High school diploma or GED.

  • Certification in customer relations, customer services, or similar would be advantageous.

  • 2-3 years of experience in client services, sales, or retail experience.

  • Proficiency in CRM software, such as HubSpot.

  • Exceptional ability in providing professional, efficient, and friendly client services.

  • Able to multitask while maintaining extreme attention to detail.

  • Ability to coordinate with other departments on client-related matters.

  • Advanced ability to provide technical assistance, resolve issues, and recommend improvements.

  • Excellent interpersonal and recordkeeping skills.

  • Comfortable multi-tasking and problem-solving in a fast-paced environment.

  • Proficiency with Google Workspace.

  • Experience with eCommerce, luxury items (such as watches, jewelry, fine art, and/or leather goods), and/or CRMs is a big plus.

  • Experience in after-sales service.

  • Experience with HubSpot and Shopify is a plus.

  • Knowledge of wristwatches (both pre-owned and new) is a plus.

  • Comfortable with team-based work structure.

  • Able to demonstrate flexibility on the job.

  • Able to remain stationary for extended periods of time.

  • Candidates must possess authorization to work in the U.S

HODINKEE provides a fast paced, dynamic culture where you can excel in your career while still maintaining a work life balance. Ideal candidates are comfortable navigating challenging forces in a fast-paced environment with significant change; employing only the most effective processes which will enable the organization to innovate and grow. 

At HODINKEE, diversity, inclusion & belonging are valued at our core, sparking, and enabling us to do good for our associates, customers, and communities. We nurture an environment that attracts and develops talent from all backgrounds and experiences and empower our associates to do great work by creating a culture that values diverse perspectives, fosters collaboration, and encourages innovative ideas – and are routinely recognized as one of the best companies to work for. Successful employees at HODINKEE embrace new challenges, generate new insights, drive high-impact results, motivate others, create followership, and maintain a high bar for success, while fostering an environment of trust, collaboration, and accountability.


HODINKEE is proud to be an Equal Employment Opportunity Employer.


(Note: If you are invited to interview for a position with us and you require a reasonable accommodation during the interview process, please inform your recruiter that you will need a reasonable accommodation and identify the accommodation, if possible, when you are contacted to schedule an interview).

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