Customer Service Representative - Abacus Service Corporation
MASON, OH 45040
About the Job
Job Description:
| Description/Comment: | EM NH Class Government Member EYEMED-15 Virtual Training Background check and 5 Panel Drug Screening required EyeMed- Member Government Start Date: 10/15/24 Class Type: Virtual Class Size: 15 agents Training Time: 9a-530p Shift: 1030a-7p Last Day for Names: 9/30/2024 Temp to Hire - bump in pay once convert. only submit candidates that are eligible to convert in 90 days without a fee. Prescreen must be attached to the resume on ONE document " Department: EyeMed (Background check 5 panel drug screening, OIG/SAM and OFAC screenings completed/cleared All names are needed by 9/30/2024 to IT. Training: Remote/WFH " **Contractors will be eligible for hire IF we have open positions, and they are meeting expectations** Please also emphasize to the applicants that they must be able to come into the office in the event that a piece of their equipment (including headset) is not working properly. We had had multiple instances where agents state that they have no access to transportation if they are experiencing an equipment issue. ONLY submit candidates that can convert without a fee after 90 days. * Notify that the role may be on verbal phone or chat or email interactions with a customer. (we have a need for written interactions also)* 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/ equivalent or Relevant work experience 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 Associate degree or higher Previous experience in a telephonic or personal customer contact position Luxottica Retail store/field experience Agencies will be billed $2,000 for missing equipment EYEMED: As part of your contractor's compliance while working in the EyeMed department, the OIG/GSA/OFAC screenings should be conducted prior to placement and once a month thereafter AND must completed Eyemed Leonardo training. |
Start Time: | 12:00 AM |
| Hours: | 1030a-7p | Location: | CINCINNATI SERVICE CENTER 4000 LUXOTTICA PL MASON OH 45040 |
| Education: | |||
| Additional Job Details: | Temp to hire only submit candidates that are eligible to convert in 90 days without a fee. EyeMed- Member Government Start Date: 10/15/24 Class Type: Virtual Class Size: 15 agents Training Time: 9a-530p Shift: 1030a-7p Last Day for Names: 9/30/2024 CANDIDATES NEED TO BE LOCAL, WITHIN AN HOUR DRIVING DISTANCE FROM MASON LOCATION. Please submit all candidates in IQN with the resume, CUSTOMER SERVICE prescreen. Please include the resume, prescreen ONE document*" (Ideal) Medical related background (medical billing, claims experience, in office experience in a medical setting) or Insurance experience " (Secondary) Call center experience- 2+ years consecutively at one location " Detailed PC experience (applications or programs they have utilized) or certification listed on resume/ included in pre-screen questionnaire " Stable work history- Have at least one job where they were employed for at least a year " Explains gaps in work history " A well put together resume Detractors for interviews: " Job hopping or employment gaps (both concerning) o Example- 4 or more jobs within the past 24 months " Spelling mistakes and grammatical errors on resumes " Pre-screen questionnaire answered in its entirety and in detail o Ex- Answering just yes to the question " What would motivate you to accept an offer with EssilorLuxottica? Traits listed on resume or in pre-screen questionnaire: " Critical thinking " Problem-solving skills " Leadership skills " Adaptable " Poised " Patient HIPAA privacy guidelines, agent must have a private area free of distractions (children, pets, television, etc.) Notify that the role will be phone only with the possibility for chat or email interactions in the future. The current need is for phone agents, so we cannot commit to any specific timeline for a change to the chat or email channels. EyeMed (Background check 5 panel drug screening, OIG/SAM and OFAC screenings completed/cleared 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. | ||
Source : Abacus Service Corporation
