Omega Customer Service Representative – Watch Service
- Employment
- Full-Time
- Seniority
- Entry-Level
- Compensation
- $21–25.50/hour
- Department
- Retail & Boutique Operations
- Industry
- Fine Watches & Horology
- Posted
- Jul 25, 2026
About Omega
Omega is one of Switzerland’s most distinguished watchmakers, celebrated since 1848 for precision, innovation, and an enduring spirit of exploration. As an employer, the Maison offers a refined environment where horological heritage meets advanced engineering, design excellence, and global storytelling. Its teams contribute to iconic timepieces associated with space exploration, ocean discovery, elite sport, and timeless elegance, while upholding the exacting standards of Swiss craftsmanship. Omega values expertise, curiosity, and collaboration, providing professionals with opportunities to grow within an international luxury house that combines technical mastery with cultural prestige and a forward-looking commitment to quality, sustainability, and performance.
OMEGA Customer Service Representative in New York; luxury watch service role managing repairs, estimates, and customer relations at the Fifth Avenue location.
Role & Responsibilities
- Research and respond to customer inquiries via in-person, phone, and email channels
- Issue repair estimates and communicate repair processes and timelines to customers
- Track and manage watch service and repair orders to ensure timely completion
- Process repair aging reports and monitor service performance metrics
- Review and update customer records in the CIS (computerized database system)
- Maintain parts inventory and coordinate replenishment to support service operations
- Conduct due diligence on customer inquiries through verbal and written communication
- Ensure highest levels of customer satisfaction through timely follow-up and issue resolution
- Execute customer relationship management (CRM) functions to enhance customer engagement
- Drive business development through CRM initiatives and customer retention strategies
Qualifications
- Minimum 2 years of professional experience in a customer service role
- Outstanding organizational and follow-up skills
- Excellent verbal and written communication abilities
- Strong analytical and retail mathematical skills
- Proficiency in Microsoft Excel, Word, and PowerPoint
- Ability to multitask and manage multiple priorities
- SAP operating system experience preferred
Skills
Experience
Minimum 2 years of professional experience in a customer service capacity, with demonstrated ability to manage customer inquiries, process transactions, and maintain organizational records. Experience in the watch, jewelry, or luxury goods service sector is advantageous.
Education
High school diploma or equivalent required; associate degree or higher education preferred.
Workplace
The role is situated in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 21 to USD 25.50 per hour.
Benefits
Excellent health, dental, and vision insurance (for employee and dependents, eligible from 1st of month following 30 days of employment; generous employer contribution); immediate participation in 401(k) with 100% vested employer match after one year (maximum 4% match with 5% employee contribution); company-paid life insurance and long-term disability; 18 PTO days per year, increasing to 23 after 5 years; 7 additional paid days annually for medical, parental, and military leave; holiday pay; voluntary FSA, short-term disability, and accident/hospital indemnity insurance; employee product discount; TransitChek program (up to $270 pre-tax monthly for commuting and parking); internal transfer and growth opportunities; $500 employee referral bonuses; free parking (if applicable).
Culture
Omega fosters a culture rooted in precision, innovation, and Swiss watchmaking excellence, where employees contribute to a legacy of technical mastery and iconic design. As an employer, the brand values collaboration, craftsmanship, and continuous improvement, offering a refined environment shaped by heritage, performance, and a forward-looking spirit.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Omega, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Service Coordinator», «Watch Service Administrator», «Customer Liaison Specialist», «Service Operations Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.