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.
The Customer Service Returns Associate will be on a team dedicated to servicing Lucchese customers as it relates to returns, repairs, and warranties. This role will function within operationally led tasks around returns but will also need to come from a customer-centric mindset. The Customer Service Returns Associate will be responsible for providing an exceptional level of customer experience at every customer touchpoint pertaining to 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 efficiently processed within a timely manner.
The Customer Service Returns Associate handles inbound returns-related customer questions through phones and emails and will be responsible for making outbound calls to proactively provide customer updates on return statuses. This position 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 and email regarding returns, repairs, warranties, products, services, and the brand.
Utilize systems to efficiently process refunds, repairs, warranties, and exchanges in a timely manner.
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 customer 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.