Senior Customer Service Representative

Senior Customer Service Representative

Position: Senior Customer Service Representative
Location: Los Angeles, CA
Schedule: 7:00 AM–3:30 PM, Monday–Friday
Pay Rate: $25.00 per hour
Work Arrangement: 100% Onsite

Helpmates is seeking a Senior Customer Service Representative for our client, a reputable designer and manufacturer of ergonomic office furniture. This is an excellent opportunity for a customer-focused professional to join an established company known for delivering high-quality products and creating innovative workplace solutions.

The Senior Customer Service Representative will support customers throughout the entire order process, from placing an order through delivery and resolution of any questions or issues. This position will serve as an important point of contact for customers and will work closely with internal teams to ensure orders are handled accurately and customer concerns are resolved promptly.

The ideal candidate is dependable, organized, professional, and passionate about providing an exceptional customer experience. Strong communication, follow-through, accuracy, and accountability are essential to success in this role.

Key Responsibilities

• Respond to customer calls, emails, and inquiries in a professional and timely manner.
• Provide accurate order status, tracking, shipping, and delivery information.
• Assist customers with product questions, specifications, and basic troubleshooting.
• Process and manage returns, replacements, refunds, credits, and warranty requests.
• Create, update, and manage customer service tickets using a CRM or help desk system.
• Collaborate with Sales, Production, Purchasing, Shipping, and Accounting teams to resolve customer issues.
• Follow up on open customer concerns through resolution.
• Accurately document customer interactions, issues, and resolutions.
• Escalate complex or sensitive issues to the appropriate team or manager.
• Assist with improving FAQs, customer resources, and the overall customer experience.
• Maintain professionalism and a positive attitude when assisting frustrated or difficult customers.
• Follow established procedures, work instructions, and standard operating procedures (SOPs).

Qualifications

• Bachelor's degree required.
• At least 1 year of customer service experience.
• Excellent written and verbal communication skills.
• Strong proficiency in English.
• Experience using at least one of the following:
• • HubSpot
  • Shopify
  • Salesforce
  • Zendesk
  • Shipping software
  • CRM or ERP systems
• Proficiency with Google Workspace/Google Suite.
• Comfortable learning new software, CRM platforms, and computer systems.
• Strong attention to detail and accuracy.
• Ability and willingness to work 100% onsite.

For more than 50 years, Helpmates has been connecting job seekers with opportunities in a variety of specialties. When you apply with us, you’ll work one-on-one with our team members so that we can get your resume in front of the right employers. Once we’ve made the connections, we know you’ll take it from there. We're excited to see you thrive!