Customer Service Representative
Listed on 2026-10-04
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Customer Service/HelpDesk
Customer Service Rep, Bilingual, HelpDesk/Support, Customer Success Management
POSITION TITLE:
Customer Service Representative (CSR)
REPORTS TO:
Chief of Strategy
DEPARTMENT:
Consumer Products Division - Sales
WAGE CATEGORY:
Hourly Non-Exempt
POSITION OBJECTIVE:
To serve as the primary point of contact for customers, ensuring a positive and seamless customer experience by addressing inquiries, resolving issues, and maintaining a professional and empathetic demeanor. The CSR is tasked with building trust, fostering satisfaction, and contributing to customer loyalty through effective communication, problem-solving, and collaboration with team members.
- Respond promptly and professionally to customer inquiries via phone, email, chat, or social media.
- Actively listen to customers to understand their needs and concerns fully.
- Provide clear, concise, and accurate information about products, services, and policies.
- Use empathy and a customer-first attitude to resolve issues effectively.
- Identify customer issues and take ownership of resolving them in a timely manner.
- Research solutions using available tools, resources, and collaboration with team members.
- Offer creative alternatives or elevate issues to appropriate teams when necessary.
- Develop a deep understanding of the company’s products, services, and procedures.
- Stay updated on new products, features, and company policies.
- Guide customers through processes, such as completing forms or understanding product functionality.
- Meet or exceed response time and resolution goals for customer inquiries.
- Aim to resolve issues during the first interaction whenever possible.
- Follow up with customers to provide updates and ensure satisfaction.
- Maintain a positive, friendly, and professional tone in all customer interactions.
- Handle challenging or upset customers with patience and composure.
- Treat all customers with respect and inclusivity, regardless of their background or situation.
- Take responsibility for resolving customer concerns and follow through until resolution.
- Record and document customer interactions accurately in the system.
- Provide feedback to management on recurring customer issues and potential improvements.
Collaboration:
- Work closely with colleagues, supervisors, and other departments to ensure seamless service.
- Share insights and best practices to contribute to the team’s overall success.
Position Description Doc#: 500281 Rev.: 04
Property of Starwest Botanicals, LLC
Page: 2 of 2
REQUIRED SKILLS AND QUALIFICATIONS- Experience:
1-2 years of customer service or related experience preferred. - Education:
High school diploma or equivalent; additional certifications in customer service are a plus. - Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using CRM software (Hub Spot, Zen Desk) and other customer service tools.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Empathy and the ability to connect with customers.
Job requires confined sitting, standing, walking, and finger dexterity frequently.
Key:
Frequently = More than 50% of total work hours
Often = Between 20% - 50% of total work hours
Sometimes = Between 5% - 20% of total work hours
Rarely = Under 5% of total work hours
N/A = Not applicable; does not apply to this job
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