Remote Customer Service Representative

Summary

Join our team at Face Reality Skincare as a Customer Support Representative, delivering exceptional customer care through various channels. As a hybrid role, you'll work onsite in Danville, CA every Tuesday-Thursday and remotely Mondays and Fridays.

Requirements

• 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

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

• $26-$28 per hour plus yearly bonus
• Full benefits package