Full Time Call Center Representative

Movado Group, Inc-posted 4 months ago
Full-time • Entry Level
CT
1,001-5,000 employees
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At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement. We invite you to come share in our success. Our people are the corner stone of our business - we invite you to grow your career with us. 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.

  • 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.
  • 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.
  • Automatic Call Distributor (ACD) system experience is a plus.
  • Bilingual is a plus (Spanish).
  • 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
  • Company Paid Holidays
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