Customer Service Representative

Customer Service Representative

Answering phones, keying in new jobs, troubleshooting problems for customers, invoicing, billing.

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of our product portfolio and procedures
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, timely manner with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
• Other duties as assigned by Manager.

• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
• Communicating with customers through various channels (Phone, email, chat)
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction
• Quality Assurance – 90% Rating on calls/emails/chat interactions
• Answered Interactions– 99% of Interactions are answered
• Attendance – Compliance to the attendance policy

• Top 3-5 mandatory and/or minimum requirements:
  Initiative, attendance, motivation, able to type and use computer, multitasker
• Top 3-5 desirable attributes/qualifications:
  Optical experience, likes talking and working with people.
• Required levels/ Years of Experience education – discuss whether there is flexibility:
  High school diploma

• Onsite
• Work hours:
  
  8:15am to 4:45pm
• This is a contract role with the possibility of conversion to full-time based on business needs and performance

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status