{"id":2744929,"url":"https://alion.io/job/lucchese-customer-service-representative","title":"Customer Service Representative","company":{"id":2201658,"name":"Lucchese","domain":"lucchese.com","url":"https://alion.io/company/lucchese","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["El Paso, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":53000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-16T13:34:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-25T16:32:09Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Customer Service: Updated Job Description\nLucchese 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.\nGeneral Summary\nThe 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.\nCustomer Experience & Business Performance Focus\nProvide knowledgeable answers to customers via phone, live chat, and email regarding products, services, and the brand.\nBring emotion, surprise, and culture to the customer, keeping the brand story alive in every customer interaction.\nFollow-up on all customer inquiries in a timely manner to ensure the brand provides the highest level of customer service in the industry.\nDemonstrate a high level of flexibility and adaptability.\nAct as a brand ambassador and uphold the brand values, mission, promise, and image at all times.\nRespond to and resolve all pre- and post-sale customer inquiries within targeted service levels.\nProactively provide product and customer feedback to the Customer Service Manager.\nPerform assigned ad-hoc and/or temporary CS-related project tasks as e-commerce capabilities expand and the company grows.\nLeadership Focus/Steward of the Brand:\nUnderstand and lead communication on the Lucchese brand aesthetic, brand philosophy and lifestyle to co-workers and customers.\nNetwork 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.\nExperience and Skills Requirements\nA 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.\nRespond to customer inquiries professionally at all times and maintain a 98% satisfaction rating.\nThe position is also responsible for providing Lucchese product expertise and customer service support.\nDirect web-based customer interaction to answer and resolve various online customer inquiries. Our mission is for customers first and to go beyond to provide warm, friendly, personal, and professional customer service.\nOperational Excellence Focus:\nPrevious experience with online customer service, preferably at a high-end apparel or footwear brand.\nSkills/Abilities and Knowledge\nConfident and clear communicator with excellent written skills.\nMust have a naturally optimistic, friendly solutions-oriented mentality and personality.\nThe ability to intuitively understand the customer's needs and how to communicate them in a straightforward and inviting style.\nAnalytical mind to investigate customer issues and resolve them successfully.\nSkills & Abilities Required:\nA comfort level and willingness to embrace change and to adapt strategies on the fly.\nExperience and fluency with online customer service management software systems, preferably with Zendesk.\nStrong organizational skills with high attention to detail that can work well and efficiently under pressure and deadlines.\nMust be able to make smart prioritization decisions while managing multiple tasks.\nA comfort level and fluency with online software programs and interfaces.\nExcellent verbal and written communication skills\nWell versed with the luxury goods industry and customers\nPassion for the customer, approaching all situations with an empathetic “customer lense”\nWillingness to represent the brand and act as the brand ambassador\nBe a strong team player\nMust be 18 years old\nReports to: Customer Service Manager\nJob Segment: Customer Service, behavioral and geographic segmentation, demographic\nJob Level: 1-3 years of experience\nJob Type: Full-time\nSchedule:\nMonday to Friday\nOvertime\nWeekend availability\nPhysical Requirements:\nStanding/Sitting for extended periods\n*Other duties as 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