Customer Service Representative

Overview

Russell Tobin's client, a global retail company, is hiring a Customer Service Representative in Melvindale, MI 48122

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Employment Type:
Contract/Onsite

Location:
Melvindale, MI 48122

Duration: 2+ months with possible extension or conversion

Pay range: $16.50/hr - $17/hr

About the Role:

We are seeking a detail-oriented Customer Service Representative to join our onsite team. This role provides critical support for two distinct companies operating from our location, handling high-volume, multi-channel communication. The position involves managing incoming and outgoing calls, emails, and text messages, along with data entry, order processing, and thorough follow-through on all customer interactions. This is a temp-to-hire opportunity for a candidate who thrives in a fast-paced, customer-focused environment.

• Handle a high volume of inbound and outbound calls, emails, and text messages daily.
• Provide exceptional service and problem resolution across all communication channels.
• Perform accurate data entry and manage frame ordering processes.
• Conduct necessary research, legwork, and follow-through for every customer interaction.
• Utilize specialized software for order management and job lookup.
• Work effectively within a small team structure to meet and exceed customer expectations.
• Maintain productivity and quality standards in a high-pressure environment with frequent customer holds.

• Incoming Calls: 40-60
• Outgoing Calls: 10-20
• Call Time:
  Average 2:15 minutes, with 5-15 minutes of follow-up work per call.
• Emails: 1-5
• Text Messages: 20-30

• High School Diploma or G.E.D. minimum.
• Must be able to operate a computer efficiently.
• Strong verbal and written communication skills; must be a "people person."
• Detail-oriented with a focus on accuracy.
• Proven experience handling high volumes of incoming and outgoing phone calls is mandatory.

• Ability to multitask effectively in a dynamic environment.
• Previous customer service experience; optical industry experience is a plus.
• Experience with Microsoft Excel (ability to create sheets and formulas).
• Knowledge of DVI software (used for ordering and job lookup) is highly valued.

The Customer Service Representative provides high-quality, multi-channel support and problem resolution in a manner that meets defined department objectives to enhance the customer experience and support business revenues.

Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.