Customer Experience Associate

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 Service Associate is responsible for delivering a high-quality, consistent customer experience across all touchpoints, including e-commerce, retail, and wholesale support. This role serves as a direct connection to the customer, ensuring every interaction reflects the brand’s values of quality, authenticity, and care. The Associate supports day-to-day customer communication, resolves issues with empathy and efficiency, and contributes to a seamless and positive customer journey. Key Responsibilities Customer Support & Communication Respond to customer inquiries across channels (email, chat, phone, social) in a timely, professional, and brand-aligned manner Provide accurate information on products, orders, shipping, returns, and policies Resolve customer issues with a solutions-oriented and empathetic 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, and returns/exchanges Partner with internal teams to resolve fulfillment, shipping, or inventory-related issues Ensure all customer interactions and resolutions are documented accurately in systems Cross-Functional Coordination Collaborate with E-commerce, Retail, Operations, and Wholesale teams to ensure a seamless customer journey Communicate customer feedback, recurring issues, and trends to management Support shared accounts and customer communications where applicable Service Operations & Systems Utilize customer service platforms (ticketing systems, CRM, communication tools) to manage and track inquiries Maintain organized, accurate, and up-to-date customer records Follow established processes while identifying opportunities for efficiency and improvement Customer Experience & Brand Representation Deliver a consistent, elevated service experience aligned with brand standards Act as a brand ambassador in all customer interactions Support initiatives that enhance customer satisfaction, retention, and loyalty Customer Feedback & Continuous Improvement Identify and report recurring customer issues or friction points Contribute insights to improve processes, policies, and overall experience Support customer-facing programs such as reviews, referrals, or engagement initiatives Flexibility & Team Support Assist with special projects or new initiatives as needed Adapt to evolving workflows, systems, and business needs Qualifications 1–3 years of customer service experience, preferably in retail or e-commerce Strong communication skills, both written and verbal Highly organized with attention to detail Comfortable multitasking and working in a fast-paced environment Proficiency with customer service tools, CRM systems, and basic order management platforms Positive, team-oriented attitude with a customer-first mindset Success Metrics Response time and resolution time Quality and consistency of communication Accuracy of order support and issue resolution Contribution to customer retention 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. #J-18808-Ljbffr Garrett Leight California Optical