Customer Service Representative

Overview

Location:

New York

Duration:
Expected 05 month contract to hire

Pay Rate: $18/hr the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA
• 401(k)
• Sick leave in compliance with applicable state, federal, and local laws

Job Description

Responsibilities:

• Inbound call representative taking calls from customers regarding lens orders, order status, order tracking, remakes, general customer service inquiries
• Outbound calls to follow up with customers on pending jobs
• Average of 8 calls an hour

Training:

• Training is a mix of online optical courses and in-person 1:1 meetings with team lead
• Training lasts 2-3 weeks before they start taking independent calls

The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

MAJOR

DUTIES AND RESPONSIBILITIES:

• Assists customers telephonically and non-telephonically with service and support issues.
• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
• Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica Retail expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.

BASIC QUALIFICATIONS:

• High School or equivalent is preferred but not required
• Ability to produce quality and professional written correspondence with customers.
• Ability to demonstrate and perform basic math
• Commitment to providing resolution to customer issues on the first contact
• Strong English comprehension and a good command of grammar