Customer Service Representative

• Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering - manufacturing optical lab. not retail calls.

• 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.

• 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.

• 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 in order to meet and exceed customer and Client Retail expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.

• 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.
• Customer service orientation.
• Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers.
• Commitment to providing resolution to customer issues on the first contact.
• Strong English comprehension and a good command of grammar.

• Previous experience in a telephonic or personal customer contact position.

Salary : $17