Sr. Customer Service Representative

Role Description

We are seeking a Sr. Customer Service Representative for a full-time, on-site position located in West Hollywood, CA. In this role, you will provide outstanding support to customers, address inquiries professionally, resolve issues efficiently, and ensure high levels of customer satisfaction. You will manage various customer touchpoints, facilitate positive customer experiences, and collaborate with internal teams to improve service delivery and customer care processes.

Qualifications:

• Strong skills in Customer Service, Customer Support, and Customer Experience.
• A proven ability to enhance Customer Satisfaction and maintain excellent communication with clients.
• Experienced problem-solving and interpersonal skills.
• Work cross-functionally to best speak to product features and provide information and recommendations.
• Continually monitor high risk orders, maintaining the fraud filters as well as creating new filters and strategies to minimize fraudulent activity across all brands.
• Communicate with warehouse to make sure order replacement, order changes, and/or order cancelations are taken care of.
• Follow established procedures for customer care while also helping to improve those procedures and establish new ones.
• Continually add and improve SOP documentation.
• Become a platform expert in relation to customer success across Shopify, Gorgias, Amazon Seller Central, Recharge, GetGuru, and Deposco.
• Report on customer feedback and customer service metrics.
• Facilitate Product/Complaint Log meeting with internal teams.
• Capable of working in a fast-paced, team-oriented, and on-site environment.

Requirements:

• 2 - 4 years of experience in e-commerce customer service is preferred
• Must be willing to work a flexible schedule including weekends
• Excellent written and verbal communication skills
• Highly empathetic with problem solving skills
• Passionate about the beauty industry
• Works well in a team environment