Customer Service Representative

Title: Customer Service Rep
Location: Youngstown OH - Onsite
Duration: 3 month(s) and Strong Possibility of Extension/FTE
Work hours: 8:30am - 5:00pm - 8hrs

Note - Submit Resumes with Prescreen Questionnaire

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 b 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 models 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 *** 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
• *** Retail store/field experience