Customer Service Representative, Danville

Customer Support Representative
Face Reality Skincare was created with one goal: to give people clear skin for good.
With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin Method TM, an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at home product routines and lifestyle guidance.
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, Inclusion, Collaboration, Adaptability, Accessibility
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.
About the Role
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 position is a Hybrid position working 8am-4:30pm out of our Danville office Tuesday - Thursday and remotely Mondays and Fridays.
*Please note this position is not eligible for visa sponsorship.
Candidates must have authorization to work in the US without current or future sponsorship.
Key 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
Qualifications and Skills Needed:
High school diploma or GED required; Associate degree preferred
An Esthetics License preferred but not required, with a genuine interest in professional skincare and education.
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
Quick and accurate information processing
Strong project management skills
Excellent communication skills, both written and verbal
Highly organized, dependable, and proactive in problem solving
Multitasking, prioritization, and effective time management skills
At Face Reality you will have the 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