Customer Service Representative

Customer Service Representative

Location: East Syracuse, NY

Duration: 6 Months

Pay Rate: $18/hr.

Start Date: Immediate

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 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 Client 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

Responsibilities

Inbound call representative taking calls from ECPs regarding lens orders, order status, order tracking, remakes, general customer service inquiries

Outbound calls to follow up with ECPs on pending jobs

Average of 8 calls an hour

Ideal Candidate Profile

Optical experience preferred, opticians, front desk experience

ABO certification is preferred, can pursue ABO certification for pay increase after hiring

Training

Training is a mix of online optical courses and in-person 1:1 meetings with team lead

Training lasts 2-3 weeks before they start taking independent calls

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.