Call Center - Customer Service Representative

Specific Skills Needed:
Top 3-5 mandatory and/or minimum requirements: Initiative, attendance, motivation, able to type and use computer, multitasker
Top 3-5 desirable attributes/qualifications? Optical experience, likes talking and working with people.
Required levels/ Years of Experience education - discuss whether there is flexibility: High school diploma
Please provide any upcoming vacation/time off that would delay scheduling interviews: Mine from 9/12 to 9/19.
Budgeted Bill Rate:
**This the max amount authorized to be billed to CLIENT, not resources pay rate**
Reason for request I am looking for a temp to permanent position in customer service to help alleviate the workload. We are a very fast-growing optical lab and we only have three people in customer service, including myself, which makes it difficult for me to do my job. The day-to-day duties and responsibilities are being put to the side. This requires a lot of overtime hours, including weekends. This is leading to burnout with my current customer service staff. There is a hiring freeze in effect with the company currently, but I have the go ahead to hire a temp in hopes that he/she will be able to do the job where I can hire them for a full-time permanent position.


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 at all times.
• Develop a strong knowledge of our product portfolio and procedures
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, 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 skill required to better serve our customers.
• Other duties as assigned by 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 in accordance with the company's customer service policies
• Identify customer questions, complaints, 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
• Quality Assurance - 90% Rating on calls/emails/chat interactions
• Answered Interactions- 99% of Interactions are answered • Attendance - Compliance to the attendance policy


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