What are the responsibilities and job description for the Customer Service Representative position at Pop-Up Talent?
Customer Service Rep
Millbrae, CA 94030
We are seeking a detail-oriented, empathetic, and tech-savvy Customer Service Rep to support our customers. In this role, you'll be the first point of contact for resolving customer inquiries, processing orders, troubleshooting customer service questions, and ensuring an exceptional shopping experience. You will work through email, chat, phone, and eCommerce platforms to deliver fast, helpful, and personalized service.
RESPONSIBILITIES:
- Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media
- Assist customers with order placement, product questions, tracking, returns, and exchanges
- Resolve customer complaints and issues effectively and escalate when necessary
- Monitor and update order status, shipping details, and inventory in the eCommerce system
- Document interactions and maintain accurate records in CRM systems
- Collaborate with warehouse, logistics, and internal teams to resolve fulfillment or inventory issues
- Proactively identify patterns in customer feedback and recommend improvements
- Maintain a thorough knowledge of products, promotions, policies, and procedures
- Support online reviews, feedback management, and loyalty inquiries
- Meet performance metrics such as response time, resolution time, and customer satisfaction
QUALIFICATIONS:
- At least 5 years of customer service experience (eCommerce hospitality, or retail a plus)
- Excellent written and verbal communication skills with a focus on customer service
- Meticulous attention to detail and superior organizational skills
- Proficiency in current sales software (ACT, Salesforce, SAP), MS Office (Word and Excel with formulas and pivot tables is required), and Ai platforms (OpenAI) a plus
- Familiarity with eCommerce platforms (e.g., Shopify) and Helpdesk software (e.g Gorgias), a plus
- Knowledge of QuickBooks desktop is a plus.
- Typing speed of at least 50 words per minute
- Responsible and organized
COMPENSATION AND BENEFITS INCLUDE:
- Salary: base commission, plus healthcare (PPO), dental, 401k, free Friday lunch
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
req26-00122
Salary : $40,000 - $80,000