Customer Service Representative

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Full Time Clerical El Paso, TX, US

2 days ago Requisition

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

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.

• 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.

• 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.

• 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 firstand to go beyond to provide warm, friendly, personal, and professional customer service.

• 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…