What are the responsibilities and job description for the Full Time Call Center Representative position at Movado Group Inc.?
The Customer Service Representative will be an energetic and reliable professional in the Movado Call Center. The Customer Service Representative will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues, and directing calls to the managerial team when necessary.
Roles and Responsibilities:
Provide first-level assessment, support, and resolution of issues.
Answer inbound calls regarding product orders, E-comm orders, parts orders, and repair requests in a fast-paced environment.
Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
Handle dispute escalation in accordance with existing policies and procedures
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken.
Attend mandatory monthly training/department meetings before/after scheduled work time to stay updated on product or company policy changes.
Requirements:
Experience in a remote and fast-paced environment
Minimum of 3 years of service-related experience in a call center environment
Must have the ability to learn systems and multi-task by navigating multiple windows to obtain and update necessary information while assisting customers
Basic knowledge of Microsoft Suite is required, including Outlook, Word, Excel, OneNote
Must be able to work mandatory OT during peak seasons or as required
SAP experience is a plus
Bilingual is a plus (Spanish)
The hourly rate for this position is $18.50.
As a benefit eligible position, this role enjoys access to our medical plans, dental plans, vision plan, Life Insurance, Accidental Dismemberment & Death Insurance, Tuition Reimbursement program, 401(k), Short-Term Disability, Long-Term Disability, Parental Leave, Legal Plan, Employee Assistance Program, Pet Insurance, Flexible Spending Account, Critical Illness Insurance, Watch Accommodations/Discounts, Paid Time Off and Company Paid Holidays.
DIRECT APPLICANTS ONLY - NO AGENCIES
Movado Group, Inc. designs, sources, and distributes MOVADO, MVMT, OLIVIA BURTON, EBEL, CONCORD, COACH, TOMMY HILFIGER, HUGO BOSS, LACOSTE, and CALVIN KLEIN watches worldwide, and operates Movado company stores in the United States.
Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.
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Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.
