Customer Service Representative

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people suffering from the physical and emotional toll of acne, we made it our mission to develop an effective way to achieve clear skin through adaptive, expert guidance by trained estheticians and premium formulas that use only tested, safe ingredients. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusive, Collaborative, Adaptive, Accessible

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

Customer Service Representative

Position Overview:

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 is a Hybrid role working onsite in Danville, CA every Tuesday - Thursday and remotely Mondays and Fridays.

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.

Skills Needed:

• 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.

Requirements & Qualifications:

• 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.

At Face Reality you will have an 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