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 escalate 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.
Position Description Doc#: 500281 Rev.: 04
Property of Starwest Botanicals, LLC
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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.
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.
o Excellent verbal and written communication skills.
o Strong problem-solving and conflict-resolution abilities.
o Proficiency in using CRM software (HubSpot, ZenDesk) and other customer
service tools.
o Ability to multitask and manage time effectively in a fast-paced environment.
o 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
