Sacramento, California, United States · On-site
$23/hr–$25/hr
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 con…
Skills: Verbal Communication, Written Communication, Problem-Solving, Conflict Resolution, CRM Software
Sacramento, California, United States • On-site
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Serve as the primary point of contact for customers to resolve inquiries and issues across multiple communication channels. Focus on building customer loyalty through professional communication, product knowledge, and collaboration with internal teams.
Requires a high school diploma and preferably 1-2 years of customer service experience. Candidates should be proficient in CRM tools like HubSpot or ZenDesk and possess strong interpersonal skills.
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
Page: 2 of 2
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.
• Skills:
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
In office - Sacramento, CA
Leader in organic ingredients since 1975, Starwest is the trusted source for herbs, spices, and teas in North America.
Welcome to Starwest Botanicals – where we blend passion with precision to craft organic herbs, spices, and teas of unparalleled quality. In 1975, Starwest got its start selling herbs in a small retail shop in Sacramento, California and ever since we have been on a journey to source and produce the finest organic ingredients around the world. Join our team and become part of a dynamic workforce dedicated to excellence and sustainability. As a full turnkey manufacturer, we pride ourselves on innovation and offering opportunities to shape the future of the industry. With millions of pounds of carefully curated botanicals in our expansive warehouse and production facility, we are the trusted provider for retailers, wholesalers, and distributors in North America. Embark on a journey with us, and discover your potential at Starwest Botanicals – where greatness grows.
Offices: 161 Main Ave, Sacramento, California 95838, US
Leader in organic ingredients since 1975, Starwest is the trusted source for herbs, spices, and teas in North America.
Welcome to Starwest Botanicals – where we blend passion with precision to craft organic herbs, spices, and teas of unparalleled quality. In 1975, Starwest got its start selling herbs in a small retail shop in Sacramento, California and ever since we have been on a journey to source and produce the finest organic ingredients around the world. Join our team and become part of a dynamic workforce dedicated to excellence and sustainability. As a full turnkey manufacturer, we pride ourselves on innovation and offering opportunities to shape the future of the industry. With millions of pounds of carefully curated botanicals in our expansive warehouse and production facility, we are the trusted provider for retailers, wholesalers, and distributors in North America. Embark on a journey with us, and discover your potential at Starwest Botanicals – where greatness grows.
Offices: 161 Main Ave, Sacramento, California 95838, US
