Customer Service Representative

:
Customer Escalations , Customer Service , incoming , Incoming and Outgoing Calls , Ordering

Location

• Ohio

Duration

:
Expected to be 3 Months contract to hire

Job Description Pay Rate: $17 / 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

GENERAL FUNCTION

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.
• 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

PREFERRED QUALIFICATIONS

• Previous experience in a telephonic or personal customer contact position
• Retail store/field experience

Specific Skills Needed

• Top 3-5 mandatory and/or minimum requirements – Good communication, basic phone skills, basic data entry, multitasking
• Top 3-5 desirable attributes/qualifications? Friendly personality, Organized, able to deescalate a tense situation
• Required levels/ Years of Experience education – discuss whether there is flexibility – On the job training, optical experience is a plus. manufacturing optical lab.
• Must be able to handle the high volume of incoming and outgoing calls, email and text messages.
• We average 40 to 60 incoming calls per CSR.
• We average 10 – 20 outgoing calls a day, per CSR.
• The average call time is 2:15 minutes, however, the follow through time averages 5 – 15 minutes.
• Each CSR completes the leg work, research and follow through for every call, email or text they take.
• CSR average 1-5 emails a day and an average of 20
  -30 text messages a day.

#J-18808-Ljbffr