Job Description

Job Summary:

Lucchese Boots are the highest-quality cowboy boots in the industry. The Customer Service Representative position is responsible for providing an exceptional customer experience at every customer touchpoint regarding returns, repairs, and warranties. The position focuses on improving the overall customer experience for returns and will work cross-functionally to ensure all returns, repairs, and warranties are processed efficiently and promptly. In addition, this position will be aligned with Lucchese values, consistent policy administration, and a safe work environment.

Duties/Responsibilities:

All responsibilities mentioned below can be modified, but not limited to, based on the company’s needs.

• Responsible for providing knowledgeable answers to customers via phone and email regarding returns, repairs, warranties, products, services, and the brand.
• Utilize systems efficiently to process refunds, repairs, warranties, and exchanges in a timely manner.
• Follow up on all customer inquiries promptly 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 always uphold the brand values, mission, promise, and image.
• Respond to and resolve all customers’ return 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.
• Update Special Order/Work Order paperwork for future customer reference or complaints.
• Communicate with the Makeup Department on all changes made by customers/stores on special requests.
• Be able to identify the quality and phase of the life of the boot to be redirected to the correct process and department (relast/production).
• Be able to maintain updated communication with Customers, the Customer Service Manager, and Production when necessary.     

Required Skills/Abilities:

• Training: Open to learn and performing cross-training in different areas.
• Communicating: Ability to communicate effectively, verbally, and in writing, and maintain confidentiality.
• Leadership: Ability to lead by example and obtain support from co-workers, and work independently and as part of a team.
• Skills: Strong attention to detail and ability to identify defects, colors, and other key components of material. Good organizational skills to ensure great work quality. Ability to work in a fast-paced/stressful environment while maintaining safety. Ability to perform all job functions in adherence to Lucchese philosophy and values, policies, as well as the Environmental, Health, and Safety standards, and responsibility for housekeeping in the assigned area.

Education, Experience, and/or Certifications:

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job but not limited to the following mentioned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

When performing the duties of this job, the employee is regularly required:

• Be able to stand continuously for a minimum of an eight-hour shift.
• Be able to work with hands, doing repetitive hand movements.
• Be able to reach, bend, push, and pull.
• Be able to lift to 25 lbs.