Customer Service Representative

Customer Service Representative#26-14980 Youngstown, OH

Onsite Job Description 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 b 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.

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.

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
• 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

PREFERRED QUALIFICATIONS

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

Additional Job Details:

Clerical/Call Center

• Markup 33.

05%

Payment Terms:

Net 90 days (pay when paid) Tenure

MU 22.50

% after 13 mos Missing Equipment fee

• Background check, OIG/GSA Exclusion Screenings Background check required (7 years Background check including education)

EYEMED ONLY

As part of your contractor's compliance while working in the EyeMed department, the

OIG/GSA/OFAC

screening is an additional requirement for EyeMed positions. It should be conducted prior to placement and once a month thereafter. The results should be emailed to

• by the 4th of each month and we again ask that you house each file internally for auditing purposes.

EyeMed needs full screenshots where the website link and the date/time the screening was performed are all visible (this is required for all 3 types of screenings). Screenshots of completed training is required during 1st week of hire. Screenshots are to be kept in file and sent to PMO to upload into IQN. Eyemed Mandatory Training (3 for Compliance purposes and 4 for HiTrust / Security requirements) is required during first 3 weeks and completed passport to be sent to manager, supplier and

• )

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of

• Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

"