Customer Service Representative
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 position is a Hybrid position working out of our San Ramon office Tuesday - Thursday and remotely Mondays and Fridays. Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.
Requirements
- High school diploma or GED required
- 2+ years of experience in account management or customer service in direct-to-consumer or online wholesale business.
- Experience in a fast-paced customer service role with a sense of urgency and the ability to manage a high volume of inquiries
- Quick and accurate information processing
- Strong project management skills
- Excellent communication skills, both written and verbal
- Highly organized, dependable, and proactive in problem solving
- Multitasking, prioritization, and effective time management skills
Nice To Haves
- Associate degree preferred
- An 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
- 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
- Quick and accurate information processing
- Ability to handle routine customer transactions and work under time constraints
- Analytical skills to evaluate results and defuse upset customers effectively
- Excellent communication skills
- Multitasking, prioritization, and effective time management
- Strong reasoning skills and a willingness to learn new skills
Benefits
- yearly bonus
- full benefits package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
