CUSTOMER SERVICE REPRESENTATIVE
: Job Details :

Description/Comment: Consumer- Oakley Start Date: 11/11/2024 Class Type: Virtual Class Size: 8 agents Temp to Hire after 90 days without a fee. Training Time: 830a-5p Shift: Mix of 830a-5p & 9a-530p; This group only will be Mon-Fri for first few months and will add a Saturday rotation with alternate weekday off in a couple months following completion of uptraining Last Day for Names: 10/25/24 Agencies will be billed $2,000 for missing equipment if the equipment is not returned BACKGROUND CHECK REQUIREMENTS: Candidates can start pending as long as the criminal screenings have cleared. Social Security Number Verification Education HS diploma not required as long as they have relevant work exp. Please let the contractors know they will need a HS diploma/equivalent to convert to a perm employee. Employment Verification (standard handling is 3 attempts over 3 days) (Years of Employment History (All Employers), for the last 5 yrs, up to 3 searches) Statewide In Lieu of County Criminal (Felony and Separately Held Misdemeanor (primary and secondary court search)) (7 year residence history based on given address(es), up to 10 searches, up to 3 names, 7 yrs deep at courthouse) Enhanced National Criminal Record File Adjudicated When submitting candidates, provide PMO Team with candidates Internet Speed Test, Resume, and prescreen Agencies will be billed $2,000 for missing equipment ONLY submit candidates that can convert without a fee after 90 days. REMOTE ROLE-LOCAL CANDIDATES ONLY 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 Luxottica 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 Luxottica 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 PREFERRED QUALIFICATIONS Previous experience in a telephonic or personal customer contact position Luxottica Retail store/field experience Start Time: 12:00 AM Hours: 8:00am to 5:00pm Location: CINCINNATI SERVICE CENTER 4000 LUXOTTICA PL MASON OH 45040 Education: Additional Job Details: Consumer- Oakley Start Date: 11/11/2024 Class Type: Virtual Class Size: 8 agents Rates: $17.00 pay rate; $22.95 Bill rate OT Rate $33.42 / Temp to Hire after 90 days without a fee. Training Time: 830a-5p Shift: Mix of 830a-5p & 9a-530p; This group only will be Mon-Fri for first few months and will add a Saturday rotation with alternate weekday off in a couple months following completion of uptraining Last Day for Names: 10/25/24 CANDIDATES NEED TO BE LOCAL, WITHIN 1 1/2 HOUR/ (60 miles) DRIVING DISTANCE FROM MASON LOCATION-you will need to confirm they can drive to pick up AND drop off their equipment**Please submit all candidates in IQN with the resume and CUSTOMER SERVICE prescreen. Speed test should be completed before the offer is made. Please include the resume and prescreen in ONE document Temp To Hire Technical Requirements to work from home, ONLY submit candidates that can convert without a fee after 90 days. Agent must have a private area free of distractions (children, pets, television, etc.) Brand: Consumers MS TEAM or Phone interviews will be conducted. Do not submit candidates that have interviewed or worked in the NACC**Must meet Technical Requirement Here's a list of requirements that will give everyone the best chance for success when recruiting, training and retaining remote associates. The workspace should be free of outside distractions Cables should be routed away from any walkway to avoid slip and fall hazard Minimum internet speeds are 10 Megs download and 1 Meg upload (Instructions for Speed Test attached) ********Connectivity to the local network is required to be via ethernet cord plugged directly into the internet router. Connection cannot be wireless***************** The workstation should be near a wired internet connect (only 6 feet ethernet cord will be provided) Must have a smart phone: Our remote connectivity security requires multi-factor authentication. The authentication requires the use of a smart phone app. Only Luxottica provided hardware should be connected to the computer Must be willing /able to come pick up equipment from the CSC and capable of setting it up at home. Equipment includes: cpu, monitor, mouse, keyboard, headset, power cord, monitor adaptor cord, 6 ft ethernet cord. *********************** **** Must be able to pick up equipment from Mason, OH - CSC * Able to work remotely with limited distractions and has an understanding of accountability and integrity. Have a signed agreement between your agency and the contractor, to ensure they understand the LUX equipment must be returned in the same condition they received and, it should be returned within the week the contract ends. Agencies will be billed $2,000 for missing equipment