Call Center

Real Soft•Mason, OH

1d•Remote

About The Position

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.

Requirements

Call center experience
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
Must be able to pick up the equipment from the office – Mason OH
Candidates must have the questionnaire, speed test, email address, phone number, and availability for at least 5 days.
OIG/GSA Screenings and background check required
Social Security Number Verification
Employment Verification (standard handling is 3 attempts over 3 days)
Statewide In Lieu of County Criminal (Felony and Separately Held Misdemeanor (primary and secondary court search))
Enhanced National Criminal Record File – Adjudicated

Nice To Haves

Previous experience in a telephonic or personal customer contact position
Luxottica Retail store/field experience
High School or equivalent is preferred but not REQUIRED
HS diploma not required as long as they have relevant work exp.
Please let the contractors know they will need a HS diploma/equivalent to convert to a perm employee.

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 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.