Customer Service Representative - Wholesale

Customer Service Representative

This is a temporary remote position for EST and CST time zones. We are mainly focused on bringing in candidates who have dealt with high volume/foot traffic and have good computer navigation skills. 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 uses knowledge of client 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 client's 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 client's optical products and a strong command of the industry language
• Bilingual French

Effective immediately, OIG/GSA/OFAC Exclusion Screenings are now a mandatory requirement for all contractors supporting any brand or subsidiary of EssilorCLIENT and Eyemed. Screenings must be completed prior to placement/start date. Eyemed Contractors: Screenings must also be conducted monthly thereafter, by the 4th of each month, for the duration of the assignment. Submission: Please send all completed screening screenshots to *** with the subject line "OIG/GSA Screenings."

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."