Description/Comment: **Must Complete an internet speed test: www.speedtest.net and the UPDATED Prescreen Questions- Please attach prescreen and speedtest to the resume!*** See wholesale section on background screening for backgrounds requirements. ******1. This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed. 2. If the distance candidates would have to commute is more than one hour, we will not consider them for the role for the same reasons as above. It would not be a practical expectation and we would like to avoid any concerns in the future. We are mainly focused on bringing in candidates who have dealt with high call volume/ foot traffic with good computer navigation skills. As mentioned before, French speaking is the highest priority. We need both French and English-speaking candidates with call volume backgrounds. GENERAL FUNCTION The Customer Service Representative handles calls from new and existing business clients regarding a variety of requests in an efficient and effective manner. The Customer Service Representative uses knowledge of Luxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business. MAJOR DUTIES AND RESPONSIBILITIES Answers incoming calls and processes orders. Resolves customer complaints, troubleshoots issues to determine best path for resolution. Correctly documents customer interactions and tracks call types. Maintains support service levels and upholds Luxottica's Customer Service standards. Owns follow up with customers to resolve inquiries regarding order status, shipping status and stock availability. Takes inbound phone calls for up-to 90% of assigned shift. Performs all other duties as assigned. BASIC QUALIFICATIONS High school diploma 1+ year(s) of experience working in customer service, hospitality or call center environment Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice Strong verbal and written communication skills Demonstrated listening and comprehension skills A clear team player with strong interpersonal skills Ability to maintain composure when dealing with difficult customer situations Excellent time management skills must be able to prioritize tasks efficiently Strong PC skills including MS Office; Word and Excel Ability to navigate information systems and internet PREFERRED QUALIFICATIONS Higher education degree Previous experience using SAP Previous experience in the optical industry, full knowledge of Luxottica's optical products and a strong command of the industry language Bilingual French COMPUTER PICK UP DETAILS: ask the agencies to advise the candidates that if selected they will have two pick-up trips for equipment at our Port Washington office. The first trip is done before the training starts where they receive temporary equipment. After a week of training, they will swap out the temporary equipment for permanent equipment. During the pick-up of their permanent, they will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lectured environment. They will then leave in the early afternoon to go home and set up their equipment for the following day of training. Start Time: 12:00 AM Hours: 8:00am to 5:00pm Location: Port Washington, NY 2 Harbor Park Drive Port Washington NY 11050 Education: Additional Job Details: FRENCH SPEAKING CANDIDATES ARE PRIORITY**Must Complete an internet speed test: www.speedtest.net UPDATED Prescreen Questions- Please attach prescreen and speedtest to the resume!*** 1. This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed. 2. If the distance candidates would have to commute is more than one hour, we will not consider them for the role for the same reasons as above. It would not be a practical expectation and we would like to avoid any concerns in the future. Job Title Customer Service Representative Work hours: M-F 11:00am 7:15pm & Training is (9am 5pm) for 2 weeks (35 hours a week) Brand: Shared Services - Wholesale Temp to perm: Temp with possible perm after 6 months to 1 year Start date: Immediately Location Address: 12 Harbor Dr, Port Washington NY Remote or Onsite: Onsite ----Remote to start with intentions to be onsite in the future TBD Specific Skills Needed: Call center experience, Ability to multitask, answer high volume of calls +80 day Years of Experience: Approx. 1 year Contractors will be paid 8 hours for the computer pick up, with the understanding that once they pick up the computer they should go home and get all equipment set up to be ready for training the next day. Contractors will be required to pick up their training computer as well as swap out the training computer for the permanent one. During the pick-up of their permanent, they will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lectured environment. They will then leave in the early afternoon to go home and set up their equipment for the following day of training. Work From Home Requirements Questionnaire You must be able to set your monitor up on a desk or table and directly connect your desktop to the internet router in your home - You cannot use a wireless connection. Is your internet router more than 6 feet from the desk or table that you will be using for your desktop? If not how far is your internet router from your desk or table? Is there a power source available and located near the desk or table that you will be using Is the desk or table that you will be using located in an area in your home that is free of noise and distractions during your working hours? (i.e.: family members, children, and pets, cell phones/picture phones, etc.) If we were to provide you with a carrying tote, would you be comfortable transporting your desktop and monitor home and setting it up with written/visual aid instruction? Computer Pick up Details ask the agencies to advise the candidates that if selected they will have two pick-up trips for equipment at our Port Washington office. The first trip is done before the training starts where they receive temporary equipment. After a week of training, they will swap out the temporary equipment for permanent equipment. During the pick-up of their permanent, they will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lectured environment. They will then leave in the early afternoon to go home and set up their equipment for the following day of training. In person interview details: They should arrive to the PW office 10-15 min before the interview time, to allow for parking and checking in with the front/security desk. Candidate should be dressed appropriately for an interview. Candidate should have their ID When checking in, they should ask for Richard Estrada or Elyse Carere Port Washington Address 12 Harbor Park Dr Port Washington, NY 11050 Attachment -JOB DESCRIPTION JOB TITLE: Customer Service RepresentativeBRAND: WholesaleDEPARTMENT: Customer ServiceREPORTS TO: Customer Service Supervisor JOB CODE: 6012UXHALEVEL: 10FLSA: Non-exemptEEO-1 CATEGORY: 5 Administrative Support Workers GENERAL FUNCTION The Customer Service Representative handles calls from new and existing business clients regarding a variety of requests in an efficient and effective manner. The Customer Service Representative uses knowledge of Luxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business. MAJOR DUTIES AND RESPONSIBILITIES
- Answers incoming calls and processes orders.
- Resolves customer complaints, troubleshoots issues to determine best path for resolution.
- Correctly documents customer interactions and tracks call types.
- Maintains support service levels and upholds Luxottica's Customer Service standards.
- Owns follow up with customers to resolve inquiries regarding order status, shipping status and stock availability.
- Takes inbound phone calls for up-to 90% of assigned shift.
- Performs all other duties as assigned.
BASIC QUALIFICATIONS
- High school diploma
- 1+ year(s) of experience working in customer service, hospitality or call center environment
- Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
- Strong verbal and written communication skills
- Demonstrated listening and comprehension skills
- A clear team player with strong interpersonal skills
- Ability to maintain composure when dealing with difficult customer situations
- Excellent time management skills must be able to prioritize tasks efficiently
- Strong PC skills including MS Office; Word and Excel
- Ability to navigate information systems and internet
PREFERRED QUALIFICATIONS
- Higher education degree
- Previous experience using SAP
- Previous experience in the optical industry, full knowledge of Luxottica's optical products and a strong command of the industry language
- Bilingual Spanish or French