Customer Service Representative

4 days ago

Danville, California, United States Face Reality Skincare Full time
About Face Reality Skincare

We are a dynamic and growing company dedicated to providing exceptional customer service and support to our clients. Our mission is to deliver clear skin and confidence to our customers through our premium skincare products and expert guidance.

Job Overview

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a CSR, you will play a pivotal role in delivering exceptional customer care through various channels, including phone, email, and online correspondence.

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.
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.
What We Offer

We offer a competitive salary of $26-$28 per hour, plus a yearly bonus and full benefits package. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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