Customer Service Representative

Job Summary:

• 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 client Retail revenues and enhance the overall customer experience.
• Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

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 client Retail expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.
• 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.

Education:

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

Experience:

• Previous experience in a telephonic or personal customer contact position.
• Retail store/field experience.
• Customer Service and/or Optical Experience is desirable.
• Experience with Excel (Able to create sheet or formulas?).

Knowledge, Skills & Abilities:

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