Job Description
Job Title: Retail Store Associate | Department Name: Customer Service | Effective Date: 03/20/2026 |
Reports to (title): Customer Service Manager | # of Direct Reports: N/A | # Indirect Reports: N/A |
Individual Contributor: Yes No | Full Time/Part Time: Full time | # Hours Per Week: 40 -55 Hrs. |
Average Work Schedule: Monday through Friday, 7:30 AM – 4:30 PM/ 8 AM – 5 PM, with potential overtime after the regular shift and/or on Saturdays based on business needs. | Location: 20 Zane Grey, El Paso, TX 79906 | |
Job Summary:
The Retail Store Support Associate plays a critical role in delivering a seamless, high-touch customer experience across retail and digital channels. This position supports retail sales associates, assists customers directly, and provides backup support to Lucchese’s e-commerce operations as needed.
This role serves as a key point of contact for customer inquiries, ensuring every interaction reflects Lucchese’s luxury brand standards. The ideal candidate is customer-focused, detail-oriented, and highly adaptable, with the ability to manage multiple priorities while maintaining exceptional service levels.
Scope of job:
The Retail Store Support Associate operates as a key contributor within the Customer Experience function, supporting both retail store operations and e-commerce activities. This role is responsible for managing high-volume customer interactions across multiple channels, including phone, email, and live chat, while ensuring alignment with Lucchese’s luxury service standards.
The position requires strong cross-functional collaboration with Retail, E-Commerce, Distribution, Production, and IT teams to resolve customer inquiries, support store associates, and ensure seamless order fulfillment and issue resolution. The role does not have direct supervisory responsibilities but plays a critical influence role in shaping the overall customer experience and brand perception.
The Retail Store Support Associate is expected to independently prioritize workload, manage multiple inquiries simultaneously, and make sound decisions within established guidelines to achieve service level targets and customer satisfaction metrics. This position supports business operations during peak periods and contributes to continuous improvement by identifying trends, escalating issues, and providing customer insights.
The scope includes supporting evolving business needs, including temporary assignments, special projects, and expanded responsibilities as Lucchese’s retail and e-commerce capabilities grow.
Duties/Responsibilities:
Customer Experience & Business Performance Focus
- Provide knowledgeable answers to customers and retail employees 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 the retail and e-commerce capabilities expand, and the company grows.
Leadership Focus/Steward of the Brand:
- 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.
Experience and Skills Requirements
- A Customer Service Chat / Email Representative position answers inbound chat and customer inquiries on Zendesk. The position requires problem-solving, strong work ethic, and decision-making skills to drive results while ensuring high customer satisfaction and maximizing 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 first and to go beyond to provide warm, friendly, personal, and professional customer service.
Operational Excellence Focus:
- 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 solutions-oriented mentality and personality.
- The ability to intuitively understand the customer's needs and how to communicate with them in a straightforward and inviting style.
- Analytical mind to investigate customer issues and resolve them successfully.
Required Skills/Abilities:
- Demonstrated adaptability with the ability to embrace change and adjust strategies in a dynamic environment
- Proficiency in customer service management platforms (Zendesk preferred) and general digital tools and systems
- Strong organizational skills with exceptional attention to detail and the ability to perform effectively under pressure and tight deadlines
- Ability to prioritize tasks effectively, manage multiple responsibilities simultaneously, and make sound, timely decisions
- Excellent verbal and written communication skills with a professional and customer-focused tone
- Strong understanding of, or exposure to, the luxury retail or premium goods industry and its customer expectations
- Customer-centric mindset with a genuine passion for delivering exceptional service, utilizing empathy and professionalism in all interactions
- Ability to represent the Lucchese brand with integrity, professionalism, and consistency as a brand ambassador
- Collaborative team player with the ability to work cross-functionally and build positive working relationships
- Must be at least 18 years of age
Education, Experience, and/or Certifications:
- High School Diploma, or equivalent required
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up-to 10 pounds at times.
- Must be able to hear, and listen, to effectively communicate.
Schedule:
- Monday to Friday
- 8am – 5pm (Mountain Time)
- Overtime availability
- Weekend availability
- Willingness to travel domestically, estimated between 10-25% of the time
Physical Requirements:
- Standing/Sitting for extended periods
- Climb stairs
- Ability to speak, listen, and talk to customers and co-workers.
- Ability to operate a computer
- Other duties as assigned
Location: El Paso, Texas
Reports to: Customer Service Manager
Job Level: 3-5 years of experience
Job Type: Full-time