Job Title: Customer Service Representative (In-House)
Job Details:
Full time | Onsite
Location: Los Angeles, CA

COMMUNICATE. CONNECT. DELIVER EXCELLENT SERVICE.

Do you enjoy talking to people and helping solve problems? VersaDesk is looking for a friendly and proactive Customer Service Representative to handle customer calls, provide order updates, and resolve concerns. If you're a confident communicator who takes pride in helping customers, we'd love to have you on our team

POSITION SUMMARY

The In-House Customer Service Representative will handle inbound and outbound customer calls, provide order and shipping updates, address customer concerns, and coordinate with internal departments to ensure a positive customer experience. This role requires excellent communication skills, strong follow-through, and the ability to handle multiple customer inquiries while maintaining a qualified and helpful approach.

KEY RESPONSIBILITIES

Customer Communication & Phone Support

- Handle inbound and outbound calls regarding customer orders, shipping updates, delivery schedules, and product inquiries.
- Proactively contact customers to provide updates on their orders, particularly when delays or delivery issues arise.
- Clearly communicate order status, expected shipping dates, and changes to delivery schedules.
- Respond to customer questions and concerns in a professional, friendly, and timely manner.
- Follow up with customers to ensure their questions have been answered and their concerns addressed.
- Maintain a calm and professional approach when handling frustrated or dissatisfied customers.

Order Management & Shipping Follow-Ups





- Monitor open orders and identify customers who need updates regarding shipping or delivery.
- Contact customers with delayed orders before they need to reach out for information.
- Coordinate with production, warehouse, and logistics teams to obtain accurate order and shipping information.
- Communicate changes to order timelines and delivery expectations clearly and promptly.
- Track outstanding customer issues and follow up with the appropriate departments until resolution.
- Ensure customers receive consistent and accurate information throughout the order fulfillment process.

Issue Resolution & Customer Satisfaction

- Investigate customer concerns related to delayed shipments, missing items, damaged products, and other order-related issues.
- Work with the appropriate internal teams to identify solutions and resolve customer complaints.
- Escalate complex issues to the Customer Service Manager or relevant department when necessary.
- Document customer feedback, complaints, and resolutions for future reference.
- Follow up after an issue has been addressed to confirm customer satisfaction.
- Identify recurring customer concerns and communicate potential improvements to management.

Documentation & Reporting

- Record customer calls, communications, order updates, and follow-up actions in the company's designated systems.




- Maintain accurate customer records and ensure all interactions are properly documented.
- Track unresolved cases and follow-up commitments to ensure nothing is overlooked.
- Provide regular updates to management regarding customer concerns, delayed orders, and recurring service issues.
- Follow established customer service procedures and maintain accurate records in the company's CRM or order management systems.

Internal Coordination

- Work closely with the Customer Service Manager and other team members to maintain consistent communication with customers.
- Coordinate with production, logistics, sales, and other departments to obtain accurate information and resolve issues.
- Communicate urgent customer concerns and potential delivery problems to the appropriate teams.
- Support improvements in customer communication, order tracking, and service processes.

QUALIFICATIONS

- High school diploma or equivalent required; additional education is a plus.
- Previous customer service experience, preferably in a phone-based customer service or call center environment.
- Excellent verbal communication skills and a clear, professional phone manner.
- Comfortable making frequent outbound calls and handling inbound customer inquiries.
- Strong listening skills and the ability to communicate information clearly and patiently.
- Ability to handle difficult conversations and dissatisfied customers professionally.
- Strong organizational skills and the ability to manage multiple follow-ups simultaneously.
- Detail-oriented, dependable, and committed to following through on customer issues.
- Basic computer skills and the ability to navigate multip

📌 Customer Service Representative (Alfred and Plantagenet)
🏢 Versadesk
📍 Alfred and Plantagenet