Customer Service Representative

4 weeks ago

Danville, California, United States Face Reality Skincare Full time
Job Title: Customer Service Representative

About Face Reality Skincare: We're a skincare company dedicated to helping people achieve clear skin and confidence. Our mission is to provide effective solutions through expert guidance and premium formulas.

Our Core Values
  • Integrity
  • Inclusive
  • Collaborative
  • Adaptive
  • Accessible
Job Description

As a Customer Support Representative at Face Reality Skincare, you'll play a key role in delivering exceptional customer care through various channels. We're looking for individuals who are patient, empathetic, and skilled at effective communication.

Responsibilities:
  • Provide outstanding service to customers, going above and beyond to build sustainable relationships.
  • Work collaboratively to deliver 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.
Requirements & Qualifications:
  • 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.
  • Strong project management skills and multitasking.
  • Esthetics License preferred but not required, with a genuine interest in professional skincare and education.
Physical Demands:
  • Must be able to lift and carry objects weighing up to 25 pounds.
  • Ability to stand, walk, and bend for extended periods.
  • Excellent hand-eye coordination and manual dexterity.
  • Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues.
  • Must possess a valid driver's license and have a clean driving record.
  • Ability to perform repetitive tasks with accuracy and attention to detail.
  • Must be able to communicate effectively in verbal and written form.
  • Comfortable lifting, pushing, and pulling equipment and materials.
  • Comfortable using a computer, keyboard, and mouse.

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