Pipeline - Customer Service Representative - Wholesale

Customer Service Representative

This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed. If the distance candidates would have to commute is more than one hour, we will not consider them for the role. We are mainly focused on bringing in candidates who have dealt with high call volume/foot traffic with good computer navigation skills. As mentioned before, French speaking is the highest priority. We need both French and English-speaking candidates with call volume backgrounds.

Budgeted Rate: English - *** pay rate *** Bill rate------------- French Speaking - *** pay rate - ***/Bill rate

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 *** 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 include:

• 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 ***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 include:

• 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 include:

• Higher education degree
• Previous experience using SAP
• Previous experience in the optical industry, full knowledge of ***s optical products and a strong command of the industry language

Computer pick up details: Ask the agencies to 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 environment. They will then leave in the early afternoon to go home and set up their equipment for the following day of training.