Now Hiring - Birch Gold Group - Customer Relations Executive in Des Moines, IA

Full description of the position

Compensation

: Starting salary of $70,000 annually, with structured performance-based increases up to $100,000 at 6 months and $120,000 at 1 year, contingent upon the successful completion of bi-monthly training benchmarks. Eligible to participate in the company's annual bonus program. Position

Overview

: We are seeking a highly skilled and emotionally intelligent professional to join our Customer Success team as a Customer Relations Executive. This role will report to the COO and requires a unique blend of sales industry knowledge, emotional acuity, and conflict management expertise to support and retain high-value customer accounts in a fast-paced, high-pressure environment. Ideal Candidate: The ideal candidate will have a proven background in sales, preferably within the precious metals or financial services industry, and is now seeking to leverage their relationship-building and conflict resolution capabilities in a customer support-focused role. This individual must demonstrate the ability to remain composed under pressure, think critically in high-stakes scenarios, and foster customer loyalty through proactive communication and issue resolution.

Key Responsibilities

• De-escalate and resolve complex and emotionally charged customer concerns, assess product or service problems, and resolve issues in a variety of ways using best judgment which may include complex selling or promotion of products and services.
• Navigate high-pressure interactions while preserving the integrity of the customer relationship and protecting the company's interests.
• Research, analyze and suggest solutions to advanced complex claim issues.
• Continuously stay up to date on current economic trends and issues through on-going self-education.
• Meet and exceed bi-monthly training and performance benchmarks designed to enhance subject matter expertise, conflict resolution strategy, and customer service delivery standards.
• Prepare reports of customer portfolios by collecting, analyzing, and summarizing data obtained from the customer's portfolio.
• Collaborate with cross-functional teams to ensure alignment in customer handling and communication.
• Maintain detailed documentation of customer interactions in the CRM system, ensuring transparency, confidentiality, and ensuring quality care.
• Demonstrate and possess a solid understanding of basic economic fundamentals and be able to educate prospective customers on these fundamentals.
• Possess the ability to exercise sound, independent judgement that isn't detrimental to the company's profitability. Skills, Knowledge & Expertise
• Minimum 3-5 years of experience in sales or high-pressure customer/conflict resolution, with a preference for those with precious metals or financial services backgrounds.
• Advanced knowledge of the precious metals industry, products, and/or services including depositories and custodians.
• Listening skills and uncompromising attention to detail.
• Exceptional verbal and written communication skills, with a demonstrated ability to manage sensitive and escalated customer issues.
• Exceptional interpersonal telephone skills.
• Proven track record of navigating complex customer issues, de-escalation tactics, and delivering exceptional support in a high-pressure environment.
• Strong emotional intelligence, resilience, and professional maturity.
• Ability to interpret and apply company policies to unique customer scenarios, exercising sound judgment under pressure.
• Proficiency in CRM systems and maintaining internal documentation standards. Job

Benefits

• Medical, Dental, Vision, 401k
• Vacation: 2 weeks paid annually, up to 3
• Paid Holidays
• Annualized Performance Bonus
• Work From Anywhere