Customer Service Representative

Starwest Botanicals, LLC; Sacramento (CA); On-site; USD 25,000 - 34,000; Full time

Job summary

Starwest Botanicals, LLC in California is seeking a Customer Service Representative (CSR) to be the primary contact for customers, addressing inquiries, resolving issues, and delivering a positive experience across phone, email, chat, and social channels. You will build trust and loyalty through effective communication and problem solving.

The role emphasizes product knowledge, collaboration with teams, meeting response goals, and maintaining a professional, empathetic demeanor in all

Qualifications

• 1–2 years of customer service experience preferred.
• High school diploma or equivalent; certifications in customer service are a plus.
• Experience using CRM tools (HubSpot, Zendesk) and related customer service software.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or social media.
• Actively listen to customers to understand needs and concerns fully.
• Provide clear, concise 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 and collaborate with team members.
• Follow up with customers to provide updates and ensure satisfaction.

Skills

Verbal and written communication

Problem-solving

CRM software (HubSpot, Zendesk)

Multitasking

Empathy

Education

High school diploma or equivalent

Tools

HubSpot

Zendesk

Job description

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.

KEY RESULT AREAS

1. Communication:
   • 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.
2. Problem-Solving:
   • 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.
3. Product Knowledge:
   • 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.
4. Responsiveness:
   • 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.
5. Courtesy and Professionalism:
   • 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.
6. Accountability:
   • 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.
7. Team 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 (HubSpot, ZenDesk) 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.

DESIRABLE SKILLS AND KNOWLEDGE

1. Familiarity with the Natural Products or Food Manufacturing Industries
2. Bilingual or multilingual abilities.
3. Experience in handling multiple communication channels (e.g., phone, email, live chat).

OTHER FACTORS

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