Customer Service Associate

Description

Job Title: Customer Service Associate

Department: Customer Service

Reports To: Customer Service Manager

FLSA Status: Non-Exempt

Prepared By: Human Resources

Revision Date: 4/7/2026

We are seeking a part‑time Customer Service Associate to support our showroom and customer service team by assisting walk‑in customers and supporting sales initiatives. This role is scheduled for approximately 25 hours per week
, with the potential for extended hours based on business needs.

We’re looking for a positive, professional Customer Service Associate to join our growing team. In this role, you will serve as the face and voice of our brands
, engaging with customers both in person and across select omnichannel platforms, including phone, email, live chat, and social media. You will act as a customer advocate by responding to inquiries quickly and effectively, resolving concerns with empathy and professionalism, maintaining expert product knowledge, and delivering a consistently positive customer experience that strengthens brand credibility and customer satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answer Customer Inquiries: handle inbound phone calls, emails, live chat, Facebook Messenger from customers, providing prompt and efficient responses to their questions.
• Greet Walk‑In Customers: Assist Showroom visitors, guiding them through product selection and fit, recommending products and closing sales when appropriate, answering questions and completing purchases, and maintaining a clean, organized, and up‑to‑date showroom with accurate merchandising reflecting new product launches and phaseouts.
• Process Order Transactions: order cancellations, address changes, payment refunds and order replacements.
• Communicate Positively: be professional, personal, helpful and maintain an upbeat, positive attitude while communicating with the customers. Actively participate in meetings with the customer service team to discover new communication strategies and enhance customer interactions.
• Maintain Product and Service Knowledge: become an expert in all product and service offerings to assist our customers’ demands. Educate and guide customers on product benefits, features (style, collections, sizing, lens colors and materials, finding a dealer etc.), launches, promotions and collaborations.
• Ensure Customer Satisfaction: regularly follow up and provide full ownership of customers to ensure their ongoing satisfaction with products or services.
• Upsell Product: recommend additional products or services that may meet customer’s needs. Identify opportunities to upsell or cross‑sell products to customers.
• Handle Complaints: deal with upset, challenging, or unhappy customers by showing empathy and care. Investigate and provide options or determine the best solution to address and resolve product or delivery issues.
• Escalate Complex Queries: elevate issues and concerns that require a higher level of attention and resolution to the appropriate tier level.
• Gather Customer Feedback: identify & tag customer pain‑points or common issues related to products or services.
• Meet SLAs/KPIs: drive to meet or exceed set daily metrics and goals (First Response Time, Resolution Time, CSAT etc.).
• Utilize Canned Response Templates: utilize pre‑written ready‑made macro responses to respond to common customer questions or issues faster. Provide suggestions for canned updates.
• Collaborate Internally: liaise with other CSRs and various departments (Service Center, Quality, Military, Warehouse, Finance, Marketing/Ecommerce teams) to find appropriate solutions, improvements and/or assist with projects.
• Follow Expectations: comply and adhere to department and company core values, ISO requirements, safety processes and policies.
• Travel: must be willing to work occasionally at in‑store events during weekdays or weekends. Less than 5% of the time.

Education and/or

Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability…