Customer Service Representative

Job Summary

The Customer Service Representative serves as the primary point of contact for customers, providing information, resolving inquiries, and ensuring a positive customer experience. This role requires strong communication skills, problem-solving abilities, and a commitment to delivering excellent service while maintaining company standards and customer satisfaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or in person in a timely and professional manner.
• Resolve customer complaints and issues by identifying solutions and escalating complex concerns when necessary.
• Provide accurate information regarding products, services, policies, and procedures.
• Process orders, returns, exchanges, and account updates.
• Maintain detailed and accurate records of customer interactions in CRM or ticketing systems.
• Follow up with customers to ensure issues are resolved and satisfaction is achieved.
• Collaborate with internal departments to address customer needs and improve service delivery.
• Meet established service standards, response times, and performance metrics.
• Identify opportunities to improve customer experience and operational efficiency.
• Stay current on company products, services, and promotions.

Required Skills and Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Previous customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Ability to remain calm and professional in challenging situations.
• Problem-solving and conflict-resolution skills.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.
• Strong organizational and time-management skills.
• Ability to multitask and work in a fast-paced environment.

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, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.