Customer Service Representative

Position: Customer Service Specialist
Compensation: $16.00/hr | Weekly Pay + Optional Benefits
Location: Grants Pass, OR 97526
Schedule: 8 am to 5 pm
Duration: 2+ Months
Start date: ASAP

As a Customer Service Specialist for Nassau OOGP Vision Group, your mission will be to act as a representative of our company to provide top-quality service to our customers.

PRIMARY RESPONSIBILITIES:

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.

• Maintaining a positive, empathetic, and professional attitude toward customers always.

• Develop a strong knowledge of our product portfolio and procedures

• Demonstrate 100% follow through in every commitment to provide one-call resolution.

• Effectively communicate additional promotions and services we offer.

• Process customer orders in a courteous, efficient, and timely manner with minimal errors.

• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.

• Communicate effectively with leaders including the Customer Service Supervisor & Manager.

• Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.

• Regularly attend and participate in team meetings.

• Participate in ongoing training and development to improve the knowledge and skills required to better serve our customers.

• Other duties as assigned by the Manager.

Specific Duties:

• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns

• Communicating with customers through various channels (Phone, email, chat)

• Effectively communicate additional promotions and services we offer.

• Engage with clients in a friendly and professional manner while actively listening to their concerns

• Offer support and solutions to customers by the company's customer service policies

• Identify customer questions, complaints, and concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries

• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution

• Collaborate with team members and other company departments to ensure overall customer and product satisfaction Goals:

  • Quality Assurance – 90% Rating on calls/emails/chat interactions

  • Transactions Per Hour – 8 Transactions per hour worked (6 for chat)

  • Accessibility – 85% Availability, minimize unnecessary offline time

  • Answered Interactions– 99% of Interactions are answered

  • Attendance – Compliance to the attendance policy

  • Development & Training – Completion of training and action steps
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