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:

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 every Tuesday - Thursday in Danville, CA and working remotely Mondays and Fridays.

Responsibilities:

• Provide outstanding service to customers going the extra mile to engage and build
  sustainable relationships
• Provide timely and professional support to B2B and B2C clients across all platforms
• 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

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 and Qualifications:

• 2 years of experience in account management or customer service in direct-to-consumer or
  online wholesale business
• Proficient in CRM platforms, Microsoft, JIRA, and customer success tools
• Experience in a fast-paced customer service role with a sense of urgency and the ability to
  manage a high volume of inquiries via phone and email
• Identify opportunities to enhance customer service operations and contribute to team efficiency
• Ability to manage multiple priorities and work in a fast-paced environment
• 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

Salary: $26-$27 per hour plus early bonus and full benefits package