Customer Service Representative

Customer Service Representative

At Story Lane Box, we are passionate about curating and delivering unique storytelling experiences through thoughtfully designed products and services. Based in Santa Ana, CA, we merge creativity, organization, and a commitment to customer satisfaction. Our team thrives on innovation and efficiency, and we believe that every role contributes to the success of the story we deliver.

Job Description

We are seeking a Customer Service Representative to join our growing team in Santa Ana, CA. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and takes pride in providing excellent service. As a key point of contact for our customers, you'll play an essential role in ensuring satisfaction and resolving inquiries with professionalism and care.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and internal ticketing systems
• Handle orders, product questions, billing issues, and delivery concerns with accuracy and empathy
• Record customer interactions and resolutions in our CRM system
• Collaborate with the warehouse and logistics team to ensure timely order fulfillment
• Identify recurring issues and provide feedback to help improve processes
• Maintain a calm and positive attitude when dealing with difficult or high-pressure situations
• Ensure each customer receives a consistent, high-quality support experience

Qualifications

• High school diploma or equivalent; associate's or bachelor's degree preferred
• Minimum 1 year of experience in a customer service role
• Strong verbal and written communication skills
• Excellent problem-solving abilities and attention to detail
• Familiarity with CRM software and customer service tools
• Ability to multitask and prioritize in a dynamic environment
• Professional, patient, and team-oriented attitude

Additional Information

• Competitive salary ($50,000 – $55,000/year)
• Opportunities for career growth and advancement
• Comprehensive training and onboarding
• Paid time off and holidays
• Health, dental, and vision insurance
• Supportive team environment and a meaningful company mission