Customer Service Associate

Job Title: Customer Service Associate 

Department: Customer Service

Reports To: Customer Service Manager

FLSA Status: Non- Exempt

Prepared By: Human Resources

Revision Date: 4/7/2026

Objective: 

We are seeking a part-time Customer Service Associate to support our showroom and customer service team by assisting walk-in customers and supporting sales initiatives. This role is scheduled for approximately 25 hours per week, with the potential for extended hours based on business needs.

We’re looking for a positive, professional Customer Service Associate to join our growing team. In this role, you will serve as the face and voice of our brands, engaging with customers both in person and across select omnichannel platforms, including phone, email, live chat, and social media. You will act as a customer advocate by responding to inquiries quickly and effectively, resolving concerns with empathy and professionalism, maintaining expert product knowledge, and delivering a consistently positive customer experience that strengthens brand credibility and customer satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answer Customer Inquiries: handle inbound phone calls, emails, live chat, Facebook Messenger from customers, providing prompt and efficient responses to their questions.
• Greet Walk-In Customers: Assist Showroom visitors, guiding them through product selection and fit, recommending products and closing sales when appropriate, answering questions and completing purchases, and maintaining a clean, organized, and up-to-date showroom with accurate merchandising reflecting new product launches and phaseouts.
• Process Order Transactions: order cancellations, address changes, payment refunds and order replacements. 
• Communicate Positively: be professional, personal, helpful and maintain an upbeat, positive attitude while communicating with the customers. Actively participate in meetings with the customer service team to discover new communication strategies and enhance customer interactions.
• Maintain Product and Service Knowledge: become an expert in all product and service offerings to assist our customers’ demands. Educate and guide customers on product benefits, features (style, collections, sizing, lens colors and materials, finding a dealer etc.), launches, promotions and collaborations.
• Ensure Customer Satisfaction: regularly follow up and provide full ownership of customers to ensure their ongoing satisfaction with products or services.
• Upsell Product: recommend additional products or services that may meet customer’s needs. Identify opportunities to upsell or cross-sell products to customers.
• Handle Complaints: deal with upset, challenging, or unhappy customers by showing empathy and care. Investigate and provide options or determine the best solution to address and resolve product or delivery issues.
• Escalate Complex Queries: escalate issues and concerns that require a higher level of attention and resolution to the appropriate tier level.
• Gather Customer Feedback: identify & tag customer pain-points or common issues related to products or services.
• Meet SLAs/KPIs: drive to meet or exceed set daily metrics and goals (First Response Time, Resolution Time, CSAT etc.).
• Utilize Canned Response Templates: utilize pre-written ready-made macro responses to respond to common customer questions or issues faster. Provide suggestions for canned updates.
• Collaborate Internally: liaise with other CSRs and various departments (Service Center, Quality, Military, Warehouse, Finance, Marketing/Ecommerce teams) to find appropriate solutions, improvements and/or assist with projects.
• Follow Expectations: Comply and adhere to department and company core values, ISO requirements, safety processes and policies.
• Travel: Must be willing to work occasionally at in-store events during weekdays or weekends. Less than 5% of the time

Education and/or Experience To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

High school diploma or general education degree (GED); or one to two years of related experience and/or training; or equivalent combination of education and experience.

Other Skills and Abilities

• Knowledge of or ability to learn ERP systems (CSI)
• Experience with customer service communications software such as Zendesk, Gorgias, or other ticketing software
• Proficiency in Microsoft office: excel, word and outlook 
• Superior written and oral communication skills
• Time Management a must
• Active Listening with empathy, patience and understanding
• Soft Selling Skills 
• Problem Solving and critical thinking a must
• EDI system management, a plus

Physical Demands & Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• While performing the duties of this Job, the employee is regularly required to sit. 
• The employee is frequently required to use hands and fingers to handle or feel. 
• The employee is required to see, talk and listen. 
• The employee is required to lift at least 15 pounds.
• The employee is required to use stairs throughout the day. 
• The work environment is usually quiet. 
• 6-8 weeks required in person for training, hybrid model observed after training

Core Values To perform the job successfully, an individual should demonstrate the following core values at all times:

INSPIRES CONFIDENCE AND EMBRACES CHANGE - We encourage confidence through respect for all things big and small by promoting healthy, honest, and transparent communications. This will enable us to embrace the chaos and discomfort that comes from change. 

DIVERSITY AND INCLUSION - We encourage a kind, welcoming and diverse workplace that is composed of different people, elements, and experiences. Our culture makes you feel you belong. Randolph supports a work-life balance as one of the most important components of a healthy work environment. 

ONE TEAM - We are one team working toward common goals. Our open-door policy fosters honesty & trust for one another and allows for us to recognize team dynamics and individual motivations respectfully. We all partake in keeping ourselves mutually accountable to achieving our objectives. 

QUALITY - This is the foundation/backbone of our company, and our customers know it. Quality lives and thrives in our product, our people, and processes. At Randolph, we value true quality workmanship in all that we do & will never sacrifice excellence to save a dollar. 

CUSTOMER CENTRIC - We are committed to our customers. We are committed to listening to our consumers and making business decisions to drive discipline within our organization that benefits them. The customer will always have a seat at our table. 

DATA DRIVEN - We strive to make informed decisions through data and continuous research. We take logical and data-driven approaches to decision making and measure our effectiveness carefully, making prudent business decisions that grow the business in a manageable fashion.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently.