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Customer Service: Updated Job Description

Lucchese Bootmaker has made Cowboy Boots in Texas for more than 140 years. Lucchese focuses on getting the perfect fitting boot on every customer's foot by offering a unique in-store experience. In addition to Cowboy Boots, Lucchese sells private label and other brand products from America's most-trusted manufacturers. Learn more about Lucchese Bootmaker at www.lucchese.com.

General Summary

The E-Commerce Customer Service Associate will be on a team dedicated to servicing customers of the Lucchese e-commerce business. This role will be responsible for providing an exceptional level of online customer experience at every customer touchpoint. This position will carry out an online support/service function to ensure that Lucchese customers are receiving the best possible service and are delighted by their shopping experience. The position focuses on improving the overall customer experience and handles inbound customer questions through phones, email, and live chat. The position collaborates with departments across the company, including marketing, technology, the distribution warehouse, and wholesale customer service to ensure the highest level of service to our customers. The Customer Service Associate will play a key role in developing and executing a world-class luxury customer experience.

Customer Experience & Business Performance Focus

• Provide knowledgeable answers to customers via phone, live chat, and email regarding products, services, and the brand.
• Bring emotion, surprise, and culture to the customer, keeping the brand story alive in every customer interaction.
• Follow-up on all customer inquiries in a timely manner to ensure the brand provides the highest level of customer service in the industry.
• Demonstrate a high level of flexibility and adaptability.
• Act as a brand ambassador and uphold the brand values, mission, promise, and image at all times.
• Respond to and resolve all pre- and post-sale customer inquiries within targeted service levels.
• Proactively provide product and customer feedback to the Customer Service Manager.
• Perform assigned ad-hoc and/or temporary CS-related project tasks as e-commerce capabilities expand and the company grows.

Leadership Focus/Steward of the Brand:

• Understand and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to co-workers and customers.
• Network and create positive relationships in the community that result in business generation, awareness of the Lucchese brand and builds a bench strength of qualified candidates to fill key open positions.

Experience and Skills Requirements

• A Customer Service Chat / Email Representative position answers inbound chat and customer inquiries on Zendesk. The position requires problem-solving, a strong work ethic, and decision-productivity.
• Respond to customer inquiries professionally at all times and maintain a 98% satisfaction rating.
• The position is also responsible for providing Lucchese product expertise and customer service support.
• Direct web-based customer interaction to answer and resolve various online customer inquiries. Our mission is for customers first and to go beyond to provide warm, friendly, personal, and professional customer service.

Operational Excellence Focus:

• Previous experience with online customer service, preferably at a high-end apparel or footwear brand.
• Skills/Abilities and Knowledge
• Confident and clear communicator with excellent written skills.
• Must have a naturally optimistic, friendly solutions-oriented mentality and personality.
• The ability to intuitively understand the customer's needs and how to communicate them in a straightforward and inviting style.
• Analytical mind to investigate customer issues and resolve them successfully.

Skills & Abilities Required:

• A comfort level and willingness to embrace change and to adapt strategies on the fly.
• Experience and fluency with online customer service management software systems, preferably with Zendesk.
• Strong organizational skills with high attention to detail that can work well and efficiently under pressure and deadlines.
• Must be able to make smart prioritization decisions while managing multiple tasks.
• A comfort level and fluency with online software programs and interfaces.
• Excellent verbal and written communication skills
• Well versed with the luxury goods industry and customers
• Passion for the customer, approaching all situations with an empathetic “customer lense”
• Willingness to represent the brand and act as the brand ambassador
• Be a strong team player
• Must be 18 years old

Reports to: Customer Service Manager

Job Segment: Customer Service, behavioral and geographic segmentation, demographic

Job Level: 1-3 years of experience

Job Type: Full-time

Schedule:

• Monday to Friday
• Overtime
• Weekend availability

Physical Requirements:

• Standing/Sitting for extended periods

*Other duties as assigned