Job Description

Job Opportunity: Customer Service Representative

Location: Port Washington NY

Notes

Speed Test: Must Complete an internet speed test:

English - $17.50/hr French Speaking - $20.00/hr

This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed

We are seeking tech support candidates for our customer. We lean more towards candidates with technical skills related to electrical issues and the ability to communicate troubleshooting steps. We prefer applicants who have relevant knowledge or experience, whether from previous roles in IT support or first-level help desk positions. Additionally, customer service experience is highly desired, whether face-to-face or over the phone, so candidates should be comfortable communicating in writing.

GENERAL FUNCTION

The Customer Service Representative handles calls from new and existing business clients regarding a variety of requests in an efficient and effective manner.

The Customer Service Representative uses knowledge of Luxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business.

MAJOR DUTIES AND RESPONSIBILITIES

• Answers incoming calls and processes orders.

• Resolves customer complaints, troubleshoots issues to determine best path for resolution.

• Correctly documents customer interactions and tracks call types.

• Maintains support service levels and upholds Customer Service standards.

• Owns follow up with customers to resolve inquiries regarding order status, shipping status and stock availability.

• Takes inbound phone calls for up-to 90% of assigned shift.

• Performs all other duties as assigned.

BASIC QUALIFICATIONS

• High school diploma

• 1+ year(s) of experience working in customer service, hospitality or call center environment

• Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice

• Strong verbal and written communication skills

• Demonstrated listening and comprehension skills

• A clear team player with strong interpersonal skills

• Ability to maintain composure when dealing with difficult customer situations

• Excellent time management skills – must be able to prioritize tasks efficiently

• Strong PC skills including MS Office; Word and Excel

• Ability to navigate information systems and internet

PREFERRED QUALIFICATIONS

• Higher education degree

• Previous experience using SAP

• Previous experience in the optical industry, full knowledge of Luxottica’s optical products and a strong command of the industry language

• Bilingual French

COMPUTER PICK UP DETAILS: Advise the candidates that if selected they will have two pick-up trips for equipment at our Port Washington office. The first trip is done before the training starts where they receive temporary equipment. After a week of training, they will swap out the temporary equipment for permanent equipment. During the pick-up of their permanent, they will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lectured.

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