Customer Service Representative - Job Description

Overview

The Customer Service Representative is responsible for delivering exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive experience with the company's products or services. This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Identify customer needs and provide accurate information, solutions, or guidance.
• Resolve product or service issues, escalating complex problems when necessary.
• Document all customer interactions in the appropriate systems (CRM or ticketing tools).
• Process orders, forms, payments, or service requests as needed.
• Follow up with customers to ensure satisfaction and closure of issues.
• Maintain product and service knowledge to deliver accurate support.
• Collaborate with internal teams (sales, billing, technical support, etc.) to resolve concerns.
• Meet performance metrics, including response times, satisfaction scores, and productivity standards.
• Contribute to a positive team culture by supporting peers and sharing customer insights.

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• 1-2 years of customer service experience (call center, retail, hospitality, or related).
• Strong verbal and written communication skills.
• Proficiency with computers, CRM systems, and Microsoft Office.
• Excellent problem-solving, active listening, and interpersonal skills.
• Ability to manage high-volume interactions and stay organized.
• Patience, empathy, and a positive attitude.

Skills & Competencies

• Customer-first mindset
• Conflict resolution
• Time management
• Multitasking
• Attention to detail
• Adaptability
• Team collaboration

Work Environment

• May involve shifts, weekends, or holidays depending on business needs.
• Role may be hybrid, remote, or onsite depending on company policies.

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.