Customer Support I

Customer Support Call Center Associate

Join our team of creative, enthusiastic associates! We, at Rio Grande, are passionate about offering world-class service, developing long-lasting customer relationships, and empowering our associates to have an active and influential voice in how things get done. Our mission is to serve independent jewelers, jewelry store owners, manufacturers, and artisans centered on long-term, collaborative relationships. Are you a self-motivated person who thrives in an ever-changing work environment? Do you enjoy developing and utilizing a variety of skills? Are you customer service focused and enjoy engaging with a wide variety of customers? If so, Rio Grande has the job for you! This is a full-time position, between the hours of 8 AM and 5 PM. This is primarily onsite, especially during the first 90 days. There is potential for a hybrid, work-from-home option in the future.

What You'll Do:

• Speak with customers via phone, chat and email identifying the customer's needs and how our products and services best serve those needs.
• Handle customer interactions in a friendly, professional manner to ensure an excellent customer service experience.
• Share the benefits of loyalty and marketing programs with customers.
• Process customer orders efficiently while providing relevant upsell/cross sell options for the customer.
• Collect and share customer feedback and comments
• Collaborate with Customer Support teammates on escalated customer service issues.
• Collaborate with teammates to recommend and create process improvements.
• Engage in opportunities for on-going training for jewelry making products and processes
• Effectively manage multiple business computer/software applications to serve the customer, including HubSpot and SAP.

What You'll Need:

• A minimum of 2 years' experience in customer service and sales and a passion for going above and beyond to help customers grow their businesses.
• Demonstrated computer proficiency in Microsoft Office, and CRM tools and operating with multiple software programs at one time.
• An ability to gather and analyze information to quickly understand the customer's core issues and convey a solution.
• Active listening skills
• Experience in de-escalation techniques.
• A proactive and self-motivated track record along with a passion for learning and applying new skills.
• Excellent verbal and written communication skills, bilingual in Spanish, a plus.

Schedule: This is a full-time position offered Monday Friday with an eight-hour shift between the hours of 8:00 AM 5:00 PM daily.

Work Conditions: Primarily sedentary, requiring employees to sit for extended periods. This can include working at a computer, attending meetings, and performing other tasks while seated.

Environment: Rio Grande is a Metal-Free environment within our operations areas.

The successful candidate will enjoy a rewarding and challenging work environment. For more information about us please visit: www.riogrande.com

At Rio Grande, our employees are the heart of our more than 80-year legacy in Albuquerque, New Mexico. Our culture is guided by our 3R principles: Respect, Responsibility, and Results. We believe in a bias to action mindset that turns ideas into outcomes and in empowering employees to take initiative, grow through continuous learning, and making meaningful impacts every day. Recognized as a 2025 Platinum Award Family Friendly Business, we promote a work-life balance, clear expectations, and a supportive environment, including quality benefits, robust wellness resources, and an onsite fitness facility. Through our employee recognition and community involvement, we celebrate individuality, foster belonging, and ensure every voice is valued. A career at Rio Grande offers more than a job. You'll join a workplace where your contributions matter and your growth is supported. Your work will help shape the future of the company and support our customers and industry.

Guided by our core values, Rio Grande is committed to treating all people with dignity and respect. We are an equal-opportunity employer with a zero-tolerance policy for harassment or discrimination of any kind. As an advocate for equity and equality, we hire, train, and promote qualified people of all backgrounds. We consider employment candidates without regard to race, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other underrepresented class. We value our associates and have won the yearly Healthiest Places to Work and Family Friendly Business awards on multiple occasions.

The Reward: Rio Grande provides a generous benefit package for full-time (30+ hours a week) associates that includes:

• Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine
• 401(k) matching program
• Paid time-off benefits, plus an additional seven paid holidays
• Paid life insurance and optional additional life insurance
• Long-term and short-term disability
• Flexible spending account
• Pet insurance
• Tuition reimbursement
• On-site gym and company wellness program
• Bereavement leave
• Employee discounts at Rio Grande
• Local and national discounts on various travel and entertainment
• Competitive compensation, including an opportunity to share in the profits

Our associates strive for joint accountability. We work together for the success of our stakeholders, and we provide a thoughtful, fun, and creative environment to support them. We encourage professional and personal development through a variety of training opportunities and a focus on promoting from within.

Established in 1944, Rio Grande, a Berkshire-Hathaway manufacturer/distributor, has thousands of valued customers around the world. We are a principle-based company with a highly evolved team-based environment. We can show you how a profoundly effective organization lives these values every day. You can find our guiding principles, The 3 R's, Respect, Responsibility and Results, on our website as well as information about our community support and how we protect the environment.

Within our 186,000 sq. ft., solar-powered facility, with covered parking, Rio Grande has sales, marketing, supply chain, IT and administrative offices, a climate-controlled distribution center with more than 40,000 items, and a comprehensive, well-equipped manufacturing operation. Manufactured products include jewelry-making equipment (from basic tools to highly sophisticated induction casting machines) and jewelry componentsboth die-struck and cast. Capabilities include CAD/CAM, casting, stamp and form, metal finishing, CNC machining, manual milling, tool & die and electronics/mechanical assembly.