Customer Service Representative at Portola Paints – North Hollywood, California

The Customer Service Representative (CSR) serve as the front line of the Portola Paints customer experi­ence. They are responsible for assisting customers across multiple channels including in-person, phone, email, and online chat. The CSR is expected to provide accurate information, process orders, and trou­bleshoot customer issues with professionalism and care, while maintaining a clean and organized work­space.

Communication & Organization

• Respond promptly and accurately to customer inquiries via phone, email, and chat.
• Sort, monitor, and delegate incoming emails in shared inboxes; monitor additional inboxes if assigned.
• Provide product information, basic technical application support, and recommend solutions when appropriate.
• Follow up on voicemails and missed calls in a timely manner.
• Handle customer concerns professionally, resolve issues efficiently, and escalate to management when necessary.
• Maintain a clean and organized workstation and shared/common areas.

Order Management

• Accurately process customer orders via phone, email, and point-of-sale (POS) systems.
• Ensure orders are clearly and correctly formatted for production teams in the showroom and warehouse, including color, finish, and quantity details.
• Initiate investigations, replacements, or follow-ups for lost or damaged orders as needed.
• Leave clear and detailed order notes to support quality assurance.

Continuous Learning & Brand Representation

• Participate in ongoing training related to product knowledge, customer service skills, and industry trends.
• Attend paid training sessions that may occasionally occur outside of standard business hours with advance notice.
• Represent the Portola Paints brand professionally, with enthusiasm for color, design, and craftsmanship.

Front of House Responsibilities (As Needed)

• Greet customers warmly and create a welcoming showroom environment.
• Assist customers with general inquiries and direct them as needed.
• Offer fan decks and support customers during the color selection process.
• Answer questions related to color options while allowing customers to make final selections (this is not a color consultant role).
• Retrieve orders from the will-call area and assist with lifting materials weighing up to 62 lbs.

• Must be at least 18 years of age and legally authorized to work in the United States.
• High school diploma or GED required.
• Previous customer service or retail experience preferred.
• Strong verbal and written communication skills with excellent interpersonal abilities.
• Comfortable using computer systems, email, and POS software.
• Ability to perform basic math functions.
• Ability to lift and carry up to 62 lbs.
• Valid driver’s license required.
• Bilingual candidates are a plus.