Customer Service Specialist

Job title: Customer Service Specialist
Pacific Time Zone
100% Onsite but possible future Hybrid
Temp but possibly temp to hire for right candidate (Temp to hire after 640 hours)
Work Hours: TBD either 6:00-3:00 or 7:00-4:00 PT
As a Customer Service Specialist mission will be to act as a representative of our company to provide top quality service to our customers.
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
Goals:
? Quality Assurance ? 90% Rating on calls/emails/chat interactions
? Transactions Per Hour ? 8 Transactions per hour worked (6 for chat)
? Accessibility ? 85% Availability, minimize unnecessary off line time
? Answered Interactions? 99% of Interactions are answered
? Attendance ? Compliance to the attendance policy
? Development & Training ? Completion of training and action stepsLocation 100% onsite with possible future Hybrid Job title: Customer Service Specialist Onsite but possible future Hybrid Temp but possibly temp to hire for right candidate (Temp to hire after 640 hours) Work Hours: TBD either 6:00-3:00 or 7:00-4:00 PT Job description: Answer calls in timely manner. Give excellent Customer Service to our accounts. Process orders from phone calls or emails. Complete reports as assigned. Specific Skills needed: Type min of 35 wpm 10 key by touch Able to communicate via email or chat in professional manner Able to multi task. the leading manufacturer of optical lenses in the United States driven by our vital mission of improving lives by improving sight. manufactures optical lenses ?, Transitions?, and other brands, and our products are worn by one billion people daily. broadened their lens distribution business by acquiring Group that is centered as a one stop solution for stock, contacts, and lab services for our customers. Our great reputation was earned by offering the most comprehensive selection of products and services in the industry. Group customers are not only highly skilled eye care professionals but also sophisticated business professionals.

Client requires last 7 years of employment verfication and minimum education required for all roles is High School dipoloma unleass specified in the job description.