Description/Comment:Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame orderingGENERAL FUNCTIONThe 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 client revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems. MAJOR DUTIES AND RESPONSIBILITIESAssists 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 client expectations.Uses courteous and professional language.Works effectively in a team environment.Creates a win-win resolution to problems.PREFERRED QUALIFICATIONSPrevious experience in a telephonic or personal customer contact positionClient store/field experienceSpecific Skills Needed:Top 3-5 mandatory and/or minimum requirementsMust be able to operate a computer efficientlyStrong communication skillsMust be detail orientedIncoming/Outgoing phone calls mandatory, must be a people personTop 3-5 desirable attributes/qualificationsMultitaskerCustomer Service and/or Optical Experience is desirableExperience with Excel (Able to create sheet or formulasDVI knowledge highly valued (Software used for ordering/Job look up)Must have High School Diploma or G.E.D minimumMust be 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. Notes:Work Hours: M-F 8:15am-5pm, occasional OTTemp to Hire VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description/Comment:
Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering
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 client revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.
MAJOR DUTIES AND RESPONSIBILITIESAssists 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 client expectations.Uses courteous and professional language.Works effectively in a team environment.Creates a win-win resolution to problems.PREFERRED QUALIFICATIONSPrevious experience in a telephonic or personal customer contact positionClient store/field experienceSpecific Skills Needed:Top 3-5 mandatory and/or minimum requirementsMust be able to operate a computer efficientlyStrong communication skillsMust be detail orientedIncoming/Outgoing phone calls mandatory, must be a people personTop 3-5 desirable attributes/qualificationsMultitaskerCustomer Service and/or Optical Experience is desirableExperience with Excel (Able to create sheet or formulasDVI knowledge highly valued (Software used for ordering/Job look up)Must have High School Diploma or G.E.D minimumMust be 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.
Notes:Work Hours: M-F 8:15am-5pm, occasional OT
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Posted (Apr 15, 2026)
SUMMARYInteract with customers to provide information in response to inquiries about product...