Customer Service Specialist

Onsite but possible future Hybrid Work Hours: 8am to 5pm EST

Start Date: As soon as possible
 

Job Description:

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 Customer Care Standards are met or exceeded for every customer contact.
• Maintain 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 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.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skills required to better serve our customers.
• Other duties as assigned by the Manager.

Specific Duties:

• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns.
• Communicate with customers through various channels (Phone, email, chat).
• 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 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 to 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 offline time.
• Answered Interactions: 99% of Interactions are answered.
• Attendance: Compliance with the attendance policy.
• Development & Training: Completion of training and action steps.

Specific Skills Needed:

• Minimum typing speed of 35 wpm.
• 10 key by touch.
• Phone experience.
• Professional communication skills.
• 2 years of experience.