# Customer Service Associate

**Company:** [Retrofête](null/companies/kX5fHZmQd3xbdaaVtQkb8L.md)
**Location:** New York, United States
**Workplace:** on site
**Employment type:** Full-time
**Department:** eCommerce

[Apply for this job](null/view/b26b682b-0aff-4115-b0c3-4241b10bd13a)

## Description

he **Customer Service Associate** will support the day-to-day customer experience across all channels, ensuring timely, thoughtful, and solutions-focused service, always keeping our customer experience top of mind.

**Responsibilities:**

**Customer Support**

-   Respond to customer inquiries across email and phone in a timely and professional manner.
-   Provide knowledgeable support regarding orders, shipping, returns, exchanges, product information, and general inquiries.
-   Ensure all customer interactions reflect the brand voice and deliver a high-touch experience.
-   Escalate complex or sensitive issues appropriately.

**Order & Ticket Management**

-   Order and manage ticket queues in Gorgias system to ensure response time and resolution goals are met.
-   Assist customers with post-purchase support including returns, exchanges, delivery issues, and order updates.
-   Accurately document customer interactions and resolutions within customer service platforms.

**Cross-Functional Partnership**

-   Partner closely with eCommerce, Logistics, Retail, and Operations teams to resolve customer issues effectively.
-   Communicate recurring customer feedback, product concerns, or operational issues to leadership.
-   Support special projects and peak business periods as needed.

**Systems & Process Support**

-   Utilize customer service and eCommerce platforms such as Gorgias, Shopify, etc.
-   Identify opportunities to improve workflows and customer experience.
-   Maintain strong attention to detail across all customer interactions and order management tasks.

## Requirements

**Qualifications**

-   2-3 years of customer service experience, preferably within fashion, luxury, lifestyle, or DTC retail.
-   Strong written and verbal communication skills.
-   Highly organized with strong attention to detail and follow-through.
-   Ability to multitask and work efficiently in a fast-paced environment.
-   Empathetic, solutions-oriented, and customer-first mindset.
-   Familiarity with Shopify, Gorgias, or similar customer support platforms preferred.
-   Team player with a positive attitude and willingness to learn.

## Benefits

-   Salary Range: $26.00-$30.00/hr DOE
-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Family Leave (Maternity, Paternity)