Customer Experience Associate

Company Description

Founded in 2010, Garrett Leight California Optical (GLCO) is a brand dedicated to crafting timeless eyewear through impeccable craftsmanship and classic design. Inspired by art, fashion, architecture, music, and the surrounding culture in California, GLCO strives to merge creativity with quality. Known for its commitment to teamwork, exceptional customer service, and innovation in eyewear design, GLCO values respect for the evolution of both frames and prescription lenses. The company is continually inspired by its origins while maintaining a forward-thinking approach to brand identity.

Position Overview

The Customer Experience Associate is responsible for delivering an exceptional, consistent customer experience across every touchpoint, including e-commerce, retail, and wholesale support. As one of the primary voices of the GLCO brand, this role ensures every customer interaction reflects our commitment to quality, authenticity, and service.

The Associate partners across multiple departments to resolve customer needs, support order fulfillment, and create seamless experiences from purchase through post-sale support. Success in this role requires strong communication, organization, problem-solving, and a genuine passion for helping customers.

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries via email, chat, phone, and social media in a timely, professional, and brand-aligned manner.
• Provide accurate information regarding products, orders, shipping, returns, exchanges, and company policies.
• Resolve customer concerns with empathy, professionalism, and a solutions-oriented approach.
• Escalate complex or sensitive issues as needed while maintaining ownership of the customer experience.

Order Management & Problem Resolution

• Assist with order tracking, modifications, cancellations, returns, and exchanges.
• Partner with Operations, Retail, E-commerce, and Wholesale teams to resolve fulfillment, shipping, and inventory-related issues.
• Ensure all customer interactions and resolutions are documented accurately within customer service systems.

Cross-Functional Coordination

• Collaborate with E-commerce, Retail, Operations, and Wholesale teams to ensure a seamless customer journey.
• Build strong working relationships across departments to proactively resolve customer issues.
• Communicate customer feedback, recurring issues, and emerging trends to management.
• Support shared accounts and customer communications where applicable.

Service Operations & Systems

• Utilize customer service platforms, CRM systems, and communication tools to manage and track customer inquiries.
• Maintain organized, accurate, and up-to-date customer records.
• Follow established processes while identifying opportunities to improve efficiency and the overall customer experience.

Customer Experience & Brand Representation

• Deliver a consistent, elevated customer experience aligned with GLCO's brand standards.
• Serve as a brand ambassador in every customer interaction.
• Support initiatives that enhance customer satisfaction, loyalty, and retention.

Customer Feedback & Continuous Improvement

• Identify recurring customer pain points and communicate recommendations for improvement.
• Contribute ideas that improve customer experience, internal processes, and operational efficiency.
• Support customer engagement initiatives, reviews, and other customer-focused programs.

Flexibility & Team Support

• Assist with special projects, product launches, and cross-functional initiatives as needed.
• Adapt to evolving priorities, workflows, systems, and business needs.
• Support teammates and contribute to a collaborative, solutions-oriented culture.

Qualifications

• 1 to 3 years of customer service experience, preferably in retail, e-commerce, or a consumer products environment.
• Strong written and verbal communication skills.
• Highly organized with exceptional attention to detail.
• Comfortable managing multiple priorities in a fast-paced environment.
• Strong problem-solving skills with the ability to take ownership of customer issues from start to finish.
• Proficiency with customer service platforms, CRM systems, and order management software.
• Comfortable learning new systems and adapting to evolving processes.
• Positive, collaborative attitude with a customer-first mindset.

Success Metrics

• Response time and resolution time.
• Customer satisfaction (CSAT).
• Quality and consistency of customer communication.
• Accuracy of order support and issue resolution.
• Contribution to customer retention, loyalty, and repeat engagement.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 15 pounds as needed.
• Must be able to navigate all areas of the organization's facilities.

Garrett Leight California Optical provides equal employment opportunities and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. The statements above are intended to describe the general nature of the work and should not be construed as an exhaustive list of responsibilities, duties, and skills required to perform the role successfully.

Location: Downtown Los Angeles, CA

Employment Type: Full-Time, Hybrid (3 days in office)

Pay Range: The expected base pay for this role is $25 per hour. Actual compensation may vary based on experience, skills, and qualifications.