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Job Requirements of Customer Service Representative:
-
Employment Type:
Contractor
-
Location:
Youngstown, OH (Onsite)
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Customer Service Representative
Careers Integrated Resources Inc
Youngstown, OH (Onsite)
Contractor
Job Title: Customer Service Representative
Location: Youngstown, OH 44512
Duration: 3 Months+ (Temp-to-Hire)
Pay Rate: $17/hr. on W2
Job Description:
Specific Skills Needed:
GENERAL FUNCTION:
MAJOR DUTIES AND RESPONSIBILITIES:
BASIC QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
Location: Youngstown, OH 44512
Duration: 3 Months+ (Temp-to-Hire)
Pay Rate: $17/hr. on W2
Job Description:
- Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering - manufacturing optical lab. not retail calls.
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 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 *** 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 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 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.
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.
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