Customer Service Representative

Face Reality Skincare • Danville, CA

293d • $26 - $27

About The Position

As a Customer Support Representative (CSR) at Face Reality Skincare, you will play a pivotal role in delivering exceptional customer care through various channels, including phone, email, and online correspondence. We are looking for individuals who are patient, empathetic, and adept at effective communication. This is a Hybrid role working onsite every Tuesday - Thursday in Danville, CA and working remotely Mondays and Fridays.

Requirements

• 2+ years of experience in account management or customer service in direct-to-consumer or online wholesale business
• Proficient in CRM platforms, Microsoft, JIRA, and customer success tools
• Experience in a fast-paced customer service role with a sense of urgency and the ability to manage a high volume of inquiries via phone and email
• Identify opportunities to enhance customer service operations and contribute to team efficiency
• Ability to manage multiple priorities and work in a fast-paced environment
• Strong project management skills and multitasking
• Esthetics License preferred but not required, with a genuine interest in professional skincare and education

Responsibilities

• Provide outstanding service to customers going the extra mile to engage and build sustainable relationships
• Provide timely and professional support to B2B and B2C clients across all platforms
• Work collaboratively to deliver appropriate solutions or alternatives ensuring timely follow-up for issue resolution
• Record customer interactions, process accounts, and maintain accurate documentation
• Handle data entry of orders and payments efficiently
• Manage incoming calls and multiple CSR inboxes, multitasking with accuracy
• Coordinate with team members and departments to respond to daily inquiries within 24 hours
• Exercise independent thinking to meet customer expectations and positively influence their service experience
• Collaborate with the Accounting Department and 3PL for accurate order processing
• Monitor and track customer orders in real-time, investigating and resolving delivery issues
• Assist customers in creating and setting up their accounts, providing guidance on certification and website navigation
• Process return requests efficiently, verify eligibility, and manage return shipping logistics and refunds
• Demonstrate empathy and patience while actively listening to and addressing customer concerns
• Resolve customer complaints and conflicts effectively, ensuring overall satisfaction
• Manage multiple customer inquiries simultaneously, prioritizing tasks based on urgency and ensuring timely responses
• Communicate information clearly and concisely, providing detailed instructions and maintaining professional, courteous communication

Benefits

• Salary: $26-$27 per hour plus early bonus and full benefits package

What This Job Offers

• Career Level: Entry Level