Face Reality Skincare Hiring for Customer Service Representative at Danville, CA Full Time

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin and confidence. With over 50 million people managing 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:

Our Customer Service Representatives (CSR) deliver excellent customer care and provide value for customers via phone, email, and online correspondence. The successful candidate will be patient, empathetic, and passionately communicative. CSRs put themselves in the customers’ shoes and advocate for them when necessary. CSRs are confident at troubleshooting and investigating if they do not have enough information to resolve customer requests or needs. We maintain high customer service standards, respond to or contact customers efficiently, are team players, and are passionate about our role in helping Face Reality Skincare to become the number one Acne Clinic in the US.

Customer Service Department hours of operations are Monday through Friday 8:00AM to 5:00PM. Training will be Monday through Friday 8:00am to 5:00PM for 4 weeks. This is a Hybrid role working onsite in Danville, CA every Wednesday – Thursday and working remotely Mondays and Fridays.

Responsibilities:

• Provide exceptional service to all customers and go the extra mile to engage customers.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Work with customers to provide appropriate solutions or alternatives to issues and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents appropriately.
• Follow communication procedures, guidelines, and policies.
• Data entry of orders and payments.
• Manage incoming calls.
• Manage multiple CSR inboxes.
• Multi-Task while maintaining accuracy.
• Coordinate with other CSRs and departments to ensure all daily inquiries are responded to within 24 hours.
• Exercise independent thinking in meeting customer expectations.
• Combine knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence our customers’ service experience.
• Work closely with the Accounting Department to ensure all transactions (sales, returns, replacements, etc.) are recorded accurately.
• Work with our 3PL (3rd party logistics partner) and their internal systems to ensure accurate processing of orders.

Skills Needed:

• Ability to process information quickly and accurately.
• Ability to handle routine customer transactions.
• Ability to work under time constraints.
• Ability to analyze information and evaluate results.
• Ability to create positive customer interactions by defusing angry or upset customers.
• Excellent communication and presentation skill
• Ability to multitask, prioritize, and manage time effectively.
• Effective reasoning skills
• Willingness to learn new skills.

Requirements & Qualifications:

• 2+ years of experience in account management, customer service in direct-to-consumer or online wholesale business.
• Experience in a fast-paced customer service role that is defined by a sense of urgency and can manage a high volume of inquiries.
• Strong project management skills and multitasking.
• An Esthetics License is preferred but not required. Must have 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.

Pay Range: $25 – $27 an hour plus full benefits