CX Associate

Position Summary:

The Customer Experience Associate is responsible for delivering an exceptional in-store experience that reflects the Chêne brand. This role serves as the face of the brand by welcoming customers, building meaningful relationships, providing knowledgeable product guidance, and creating a personalized shopping experience from the moment customers enter the store through checkout and beyond.

The Customer Experience Associate supports daily retail operations, merchandise presentation, and warranty and repair intake while resolving customer concerns with professionalism, empathy, and a solutions-oriented mindset. To provide a seamless customer experience across all touchpoints, this role will also cross-train in customer support functions, assisting with phone calls, email inquiries, and other customer communication channels as business needs require.

The ideal candidate thrives in a fast-paced retail environment, communicates effectively, adapts to changing business needs, and is passionate about delivering genuine hospitality and creating memorable experiences for every customer.

• Deliver Unmatched Customer Service:
  Foster a customer-first culture where service excellence is the foundation of every interaction
• Deliver a seamless and hospitality-driven retail experience by engaging customers, understanding their needs, providing knowledgeable product recommendations, and creating memorable interactions throughout their visit.
• Provide timely, professional, and knowledgeable support to customers through phone, email, and other communication channels.
• Build trust and long-term customer loyalty through consistent and high-quality service

• Respond to customer inquiries related to orders, products, shipping, returns, exchanges, warranties, and general brand questions.
• Ensure customers feel heard, valued, and supported throughout every interaction.
• Maintain professionalism and brand alignment in all written and verbal communication

• Assist with intake and coordination of warranty claims, product servicing, and repairs
• Communicate clearly with customers regarding timelines, expectations, and resolutions
• Help ensure a seamless service experience that reinforces confidence in the Chêne brand

• Cross-train in customer support functions, including phone, email, and other customer communication channels, to provide seamless service and assist with coverage as business needs require.
• Respond to customer inquiries with professionalism, empathy, and product knowledge while maintaining the Chêne standard of customer experience across all communication channels.
• Collaborate closely with the Customer Experience, Retail, Warehouse, and Operations teams to ensure consistent communication and a seamless customer experience across every customer touchpoint.

• Resolve customer concerns with ownership, empathy, and attention to detail
• Identify opportunities to improve processes, communication, and overall customer satisfaction
• Support team initiatives focused on elevating the Chêne customer experience

• Passion for Customer Experience – A deep commitment to service excellence and building long-term customer relationships.
• Strong Leadership & Communication Skills – Ability to motivate, develop, and lead a team to perform at the highest level.
• Problem-Solving & Adaptability – Quick thinking, solution-driven, and able to navigate challenges with confidence.
• Resolve customer issues with ownership, empathy, and attention to detail

• Customer service or customer experience preferred
• Retail, ecommerce, or brand experience preferred
• Experience handling phone and email communication preferred
• Understanding customer experience trends and brand storytelling is a plus
• Bachelor’s Degree preferred

This isn’t just another customer service role — it’s an opportunity to help shape the customer experience behind one of the fastest-growing brands in the outdoor industry. You’ll play a key role in building customer loyalty, representing the Chêne brand, and delivering the premium level of service our customers expect.

If you’re passionate about people, service, and creating exceptional customer experiences, we’d love to hear from you. Let’s create something legendary — together.