Customer Service Representative
: Job Details :

Description/Comment: NEW CLASS - CONSUMER BRANDS Temps needed to be recruited 30 Start Date 12/16/2024 Training Window Dates 12/16/24-1/11/25 Training Hours Mon-Fri; 9a-530p Training Locations 1st week (WK 12/16 will be on-site); Weeks 2-4 will be virtual Training Details Training will be split - 1st week classroom, 2nd & 3rd week move virtual - phone work, 4th week virtual classroom training Department Staffing Hours 8a-9p, 7 days a week. Agent shifts 9a-530p for 4 weeks of training, after training shifts will range anywhere between 8a-9p. All agents will work a weekend shift (Saturday or Sunday). Agent Shifts cont Shifts will be selected once training starts Channels Supported Agents will support Inbound & Outbound Calls, and inbound Chats Training Schedule Monday Tuesday Wednesday Thursday Friday WK 12/16 In-office classroom training WK 12/23 Virtual equipment set up Off - Holiday Off - Holiday Phone Support Phone Support WK 12/30 Phone Support Phone Support Off - Holiday Phone Support Phone Support WK 1/6 Virtual classroom training 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 CANDIDATES NEED TO BE LOCAL, WITHIN 1 1/2 HOUR/ (60 miles) DRIVING DISTANCE FROM MASON LOCATION . Agencies will be billed $2,000 for missing equipment 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: NEW CLASS - CONSUMER BRANDS Temps needed to be recruited 30 Start Date 12/16/2024 Training Window Dates 12/16/24-1/11/25 Training Hours Mon-Fri; 9a-530p Training Locations 1st week (WK 12/16 will be on-site); Weeks 2-4 will be virtual Training Details Training will be split - 1st week classroom, 2nd & 3rd week move virtual - phone work, 4th week virtual classroom training Department Staffing Hours 8a-9p, 7 days a week. Agent shifts 9a-530p for 4 weeks of training, after training shifts will range anywhere between 8a-9p. All agents will work a weekend shift (Saturday or Sunday). Agent Shifts cont Shifts will be selected once training starts Channels Supported Agents will support Inbound & Outbound Calls, and inbound Chats Training Schedule Monday Tuesday Wednesday Thursday Friday WK 12/16 In-office classroom training WK 12/23 Virtual equipment set up Off - Holiday Off - Holiday Phone Support Phone Support WK 12/30 Phone Support Phone Support Off - Holiday Phone Support Phone Support WK 1/6 Virtual classroom training 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 Total positions 8 Start date: 5/22 Computer Pick up date: 5/18-5/19 Length of assignment: temp to hire Remote work; must meet 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 Requirements: 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