Call Center Representative

Job Description

Job Title: Customer Service Representative

Location: Melvindale, MI 48122 (On Site)

Pay range: $16 – 17/hr. on W2 (depending on experience/interview)

Job Type: Contract role (Possible Temp to Hire)

Shift: 8 am – 5:00pm Monday to Friday

Job Description:

Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering

There are 2 companies based out of our location- Both requiring communication via phone, text and email, as well as data entry throughout the day

High call volumes- C/S reps having to put 3-5 people on hold at a time

Avg. speed time to answer phones increased to 80 seconds

Specific Skills Needed:

Must be able to operate a computer efficiently

Strong communication skills

Must be detail oriented

Incoming/Outgoing phone calls mandatory, must be a people person

Multitasker

Customer Service and/or Optical Experience is desirable

Experience with Excel (Able to create sheet or formulas?)

DVI knowledge highly valued (Software used for ordering/Job look up)

Must have High School Diploma or G.E.D minimum

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.

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.

Preferred Qualifications

Previous experience in a telephonic or personal customer contact position

“Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”