Customer Service Representative

Customer Service Representative

Job Description

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 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 client expectations.
Uses courteous and professional language.
Works effectively in a team environment.
Creates a win-win resolution to problems.

PREFERRED QUALIFICATIONS
Previous experience in a telephonic or personal customer contact position
Retail store/field experience

There are 2 companies based out of our location - Both requiring communication via phone, text and email, as well as data entry throughout the day
High call volumes- C/S reps having to put 3-5 people on hold at a time
Avg. speed time to answer phones increased to 80 seconds

Specific Skills Needed:
Top 3-5 mandatory and/or minimum requirements
Must be able to operate a computer efficiently
Strong communication skills
Must be detail oriented
Incoming/Outgoing phone calls mandatory, must be a people person

Top 3-5 desirable attributes/qualifications:
Multitasker
Customer Service and/or Optical Experience is desirable
Experience with Excel (Able to create sheet or formulas

DVI knowledge highly valued (Software used for ordering/Job look up)
Must have High School Diploma or G.E.D minimum

Must 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:
100% Onsite
Work Hours: M-F 8:15am-5pm, occasional OT
Temp 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.