Customer Service Representative

Job Summary

The Customer Service Representative is responsible for providing exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role serves as the primary point of contact for customers and works closely with internal teams to deliver timely and effective solutions.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person.
• Resolve customer complaints and issues in a professional and timely manner.
• Provide accurate information regarding products, services, policies, and procedures.
• Process orders, returns, refunds, and account updates as needed.
• Document customer interactions and maintain detailed records in CRM systems.
• Escalate complex issues to appropriate departments when necessary.
• Follow up with customers to ensure satisfaction and issue resolution.
• Meet or exceed customer satisfaction, quality, and productivity goals.
• Maintain knowledge of company products, services, and industry trends.
• Collaborate with team members and other departments to improve customer experience.

Qualifications

Required

• High school diploma or equivalent.
• 1+ years of customer service experience preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficiency with Microsoft Office and customer relationship management (CRM) software.
• Ability to multitask and work in a fast-paced environment.

Preferred

• Associate's or bachelor's degree.
• Experience in a call center, retail, healthcare, financial services, or related industry.
• Bilingual skills are a plus.

Key Skills

• Customer-focused mindset
• Active listening
• Communication
• Problem-solving
• Organization and time management
• Attention to detail
• Teamwork and collaboration
• Adaptability and flexibility

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.