Customer Service Representative

About the role

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. 

Key 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

Qualifications and Skills Needed: 

• High school diploma or GED required; Associate degree preferred 
• An Esthetics License preferred but not required, with a genuine interest in professional skincare and education.
• 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

At Face Reality you will have the opportunity to:

• Partake in and contribute to a high-growth brand journey
• Be part of a high performing growing team
• Contribute to executing initiatives across professional channels

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

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Salary: $26-$28 per hour plus yearly bonus and full benefits package