Retail Associate / Customer Service Representative
JK Boots · Full-Time · Kennewick, WA
About JK Boots
JK Boots is a family-owned company that handcrafts high-quality work boots built to last. Every pair is made with real intention, and the same care goes into how we treat our customers. We're a small, close-knit team doing meaningful work in a growing company, and we take pride in both the product and the people behind it.
This isn't a big-box retail job. We don't operate like a corporation, and we're not looking for someone who does. We're looking for a person who shows up, cares about the work, and wants to be part of building something real.
About This Role
This is a fully dual-function position, and that's intentional. At JK Boots, our retail associates and customer service reps are one and the same. Gorgias and Shopify are your home base. When a customer walks through the door, you step away and take care of them; fully, attentively, and efficiently. When the floor is clear, you go straight back to Gorgias. That rhythm is the job. Phone calls, emails, tickets, order management; that work is always waiting, and staying on top of it is just as important as the in-person experience.
We are not a micromanaged team. Leadership is accessible but no one is going to stand over your shoulder. You own your work. You manage yourself. When something needs to get done, you do it, not because someone asked, but because that's how you operate.
We need someone who is mature in character. This team runs on trust, mutual respect, and a shared focus on the customer. Drama has no place here. We work hard, we support each other, and we stay focused. If you thrive in a collaborative, low-drama, high-accountability environment, you'll fit right in.
What You'll Do
In-Store / Retail
● Greet and assist walk-in customers from first impression through final sale, including pickups and miscellaneous purchases
● Fit and measure customers for boots; assess their needs and match them to the right product
● Drive sales through genuine product knowledge, honest recommendations, and excellent service
● Open and close the store; complete all opening and closing tasks including till setup, signage, and cash management
● Conduct daily and weekly boot counts and inventory checks; restock and organize boots and accessories on the floor
● Receive incoming shipments; mark, tag, and route boots to the appropriate destination (inventory, rebuilds, warranties, exchanges)
● Move boots to QC and shipping as needed to keep the internal workflow running ● Maintain a clean, organized, and visually strong store including the floors, displays, and stock areas
● Follow all company policies around customer service, safety, security, and loss prevention
Customer Service (Gorgias, Phone & Email)
● Manage your inbox and all personally assigned tickets in Gorgias; respond to emails, chats, and phone inquiries promptly and thoroughly
● Take live inbound phone calls from customers; return all missed calls in a timely manner ● Respond to and engage with customer comments and messages on social media ● Follow up on draft and open orders; contact customers as needed to move things forward
● Notify customers when their boots are ready for pickup
● Follow up on customer satisfaction and handle escalations with patience, empathy, and a clear resolution in mind
● Internally research and resolve customer inquiries before escalating; dig in, find the answer, solve the problem
● Route and delegate tickets to the appropriate team members or departments as needed ● Merge duplicate customer profiles in Gorgias to keep communication clean and accurate ● Actively work to reduce ticket queue volume; respond quickly, resolve completely, and keep the backlog moving
● Review pending and snoozed cases regularly to ensure nothing falls through the cracks ● Use sound judgment to get ahead of potential issues before they escalate ● The goal, always: take care of the customer
Order Management & Production Coordination
● Process incoming order types; made-to-order, stock, custom, and in-stock. Route tickets to the appropriate department on the production floor
● Track order status across production and fulfillment; proactively communicate updates to customers
● Monitor production holds and delayed orders; follow up internally to keep things moving ● Track down orders that have been lost or stalled in production and resolve the issue ● Handle exchanges, returns, warranty claims, and refunds: assess each case, communicate the process clearly to the customer, and see it through to resolution
● Organize and maintain clean ticket and order queues on a daily basis ● Coordinate directly with production and fulfillment teams to resolve customer issues that require internal action
● Conduct receiving tasks: receive incoming boots, mark and tag them, and route each one correctly (inventory, rebuilds, warranties, exchanges)
● Participate in periodic inventory and product tracking reviews
Schedule & Availability
● Monday – Saturday, 9:30 AM – 6:00 PM; one weekday off to be discussed at time of hire ● Full-time, 40 hours per week
● Saturday availability is a firm requirement for this role (REQUIRED) ● We remain open on holidays such as Fourth of July, Memorial Day, and Labor Day; we are closed on Thanksgiving, Christmas, and New Year's Day
● Flexibility is essential; schedule may shift based on business needs, events, or store coverage
Travel
● Willingness and ability to travel — including on short notice — is a firm requirement (REQUIRED)
You may be asked to cover a satellite store, attend a company event, or travel for business with limited advance notice. If last-minute travel is not something you can commit to, this role is not the right fit.
Independent Work & Store Management
This position requires a high level of independent work, judgment, and ownership. You will most often be working independently at the store and are expected to manage your time, priorities, and responsibilities without constant supervision. Leadership is available when needed, but you should be comfortable recognizing what needs to be done and taking care of it without being asked.
You will have full day-to-day responsibility for managing the store and keeping the location running properly. This includes opening and closing the location, managing cash and completing required cash deposits, maintaining the store's appearance, keeping the sales floor and back stock areas clean and organized, maintaining displays and signage, monitoring inventory, and making sure the location is ready for customers each day.
You are also responsible for identifying and addressing issues that come up at the location. If something requires assistance from HQ, the landlord, or a vendor, you are expected to communicate the issue promptly and make sure it is followed through to resolution. For example, if the landlord needs to be contacted about a building or maintenance issue, you will communicate the issue to HQ so the appropriate action can be taken.
The expectation is that you take full ownership of the location. You are responsible for making sure the store is clean, organized, secure, properly stocked, customer-ready, and operating smoothly from day to day. This role requires someone who can be trusted to take care of the store as if it were their own and who does not wait for someone else to notice or address a problem.
Who We're Looking For
This role isn't for everyone and that's okay. Here's who thrives here:
● Self-managed, you don't need to be reminded or redirected to stay on task and do great work
● A true team player, you see what needs to happen and you step in, regardless of whose "job" it is
● Mature in character, you don't create drama, you don't participate in it, and you don't bring it to work
● Flexible and adaptable, priorities shift in a growing company, and you move with it without complaint
● Tech-savvy and a fast learner, you pick up new platforms and systems quickly and don't need to be walked through the same thing twice
● A strong communicator; in person, on the phone, and in writing
● Growth-minded; you want to improve, you're open to feedback, and you're building something, not just filling a seat
Qualifications
● High school diploma or equivalent required
● Previous retail or customer service experience preferred; footwear or apparel experience a plus
● Comfortable working in Gorgias and Shopify, or demonstrated ability to learn new platforms quickly
● Strong verbal and written communication skills
● Ability to stand for extended periods, lift up to 25 lbs, and perform tasks involving walking, bending, and reaching
● Must be able to commute to Spokane Valley, WA 99206
Other Duties
As a growing, all-hands-on-deck company, everyone pitches in where needed. Additional responsibilities may include:
● Supporting and training new team members as they onboard
● Staying current on policy and product updates and applying them in your day-to-day work
● Responding to urgent or leadership-driven priorities as they arise
● Covering retail floor or other locations during staffing needs
● Any other tasks that help the team and the customer
Compensation
● Base Pay: Starting at $20.00/hour
● 90-Day Review: After 90 days, employees receive a performance evaluation with potential for a pay increase
Benefits
● Health, dental, and vision insurance
● 401(k) with company matching
● Paid time off
● Employee discount
Other Requirements
● Mandatory background check
● Mandatory drug test
Find Us
Visit our Instagram, Facebook, TikTok, and YouTube to see what we craft at JK Boots.
This job description is not exhaustive and is subject to change. As JK Boots grows, responsibilities may evolve and additional duties may be added. We will always communicate changes as they come.
Pay: From $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
Application Question(s):
- What was the best and worst part about your previous place of employment?
- Are you involved in any local organizations or volunteer groups?
Work Location: In person
