Call Center - Customer Service Representative

Mindlance

MASON, OH

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JOB DETAILS

SKILLS

Call Centers, Communication Skills, Customer Satisfaction, Customer Service Management, Customer Support/Service, Follow Through, Order Processing, Problem Solving Skills, Process Development, Quality Assurance, Standards of Care, Telephone Skills, Time Management, Training/Teaching

LOCATION

MASON, OH

POSTED

1 day ago

As a Customer Service Specialist for Nassau OOGP Vision Group, your 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 steps Effective immediately, OIG/GSA/OFAC Exclusion Screenings are now a mandatory requirement for all contractors supporting any brand or subsidiary of Essilor CLIENT and Eyemed. OIG/GSA/OFAC screenings must be completed prior to placement/start date. Eyemed Contractors: Screenings must also be conducted monthly thereafter, by the 4th of each month, for the duration of the assignment.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

Mindlance

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