What are the responsibilities and job description for the Call Center Representative position at Azaaki LLC?
JOB TITLE: Customer Service Representative
Location: 6848 Ellicott Drive, East Syracuse, NY 13057 (100% Onsite)
Duration: 3 Months with possible Extension
Pay Rate: $14.64/hr. W2 All Inclusive
Start Date: Immediately
Start Timeline: Must start within 10 business days or sooner
Work Hours: Monday–Friday | 10:30 AM – 7:00 PM EST
Interview Expectations: Must be able to interview within 24 hours
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 Luxottica Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.
RESPONSIBILITIES
- Inbound call representative taking calls from ECPs regarding lens orders, order status, order tracking, remakes, and general customer service inquiries
- Outbound calls to follow up with ECPs on pending jobs
- Average of 8 calls per hour
- 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 model by demonstrating continuous performance improvement, solid business skills, and support of department and company objectives
- Ensures productivity, revenue generation, and quality levels are met 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
IDEAL CANDIDATE PROFILE
- Optical experience preferred (opticians, front desk experience)
- ABO certification preferred; employees may pursue certification later for pay increase
- Optical lab experience is helpful
TRAINING
- Training includes online optical courses in-person 1:1 sessions with team lead
- Duration: 2–3 weeks before independent calling
BASIC QUALIFICATIONS
- High School or equivalent is preferred but not required
- Ability to produce quality and professional written correspondence
- Ability to perform basic math
- Strong customer service orientation
- Intermediate PC knowledge, Windows operating systems, Microsoft Office, internet, and mainstream web browsers
- Commitment to first-contact resolution for customer inquiries
- Strong English comprehension and command of grammar
Job Type: Contract
Pay: $13.00 - $14.64 per hour
Expected hours: 40 per week
Work Location: In person
Salary : $13 - $15