| Location | Mason, OH (Remote) |
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| Job Description: | Location - Mason, OH - Remote. 2nd shift. Equipment p/u will be at Mason 6 NHs, which includes the buffer Agents schedule will be 2:30pm – 11:00pm with weekend requirement (both days), Sunday hours are 11am to 8pm. Need strong weekend availability and will bid the agents out during training. Training hours are 1230-9pm until12/17 they will move to 2:30pm to 11:00pm. GENERAL FUNCTION: The CSR 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. 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 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. 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 · Luxottica Retail store/field experience PREFERRED- Previous experience in a telephonic or personal customer contact position; LUXRetail store/field experience BACKGROUND CHECK REQUIREMENTS: Candidates can start pending as long as the criminal screenings have cleared. • Social Security Number Verification • Education 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. • Employment Verification (standard handling is 3 attempts over 3 days) (Years of Employment History (All Employers), for the last 5 yrs, up to 3 searches) • Statewide In Lieu of County Criminal (Felony and Separately Held Misdemeanor (primary and secondary court search)) (7 year residence history based on given address(es), up to 10 searches, up to 3 names, 7 yrs deep at courthouse) • Enhanced National Criminal Record File – Adjudicated |
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| Comments for Suppliers: | THE CANDIDATES MUST HAVE CALL CENTER EXPERIENCE |
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