Customer Service Representative

PLEASE NOTE: THIS POSITION IS HYBRID WITH 2 DAYS IN OFFICE PER WEEK. The first 2 weeks are required to be fully in office for training purposes. The desired schedule is Sunday to Thursday from 10-6pm with Wednesdays and Thursdays in office/Sunday, Monday and Tuesday remote.

MOSCOT is a 109-year-old New York City institution renowned worldwide for its iconic eyewear – The MOSCOT Originals and MOSCOT Spirit Collections. MOSCOT infuses its unmistakably refined, downtown aesthetic with over 100 years of eyewear expertise and unparalleled craftsmanship to create its timeless eyewear. While now recognized as a global fashion brand, MOSCOT remains, at hear, a neighborhood optical shop.

As a Customer Service Ambassador with MOSCOT you will be the voice of MOSCOT and on the front lines to thousands of MOSCOT fans spanning the globe from New York to Timbuktu. This is a fast-paced position that requires the ability to multi-task across several lines of communication with our customers and multiple systems while not losing your cool. The quote “never let them see you sweat” is very true for our Customer Service Ambassadors! Excellent communication skills, strong attention-to-detail, good problem-solving skills and a positive attitude are a must for this omni-channel position!

This role can be hybrid but the candidate must be able to train on site in Farmingdale, NY for the first 2 weeks of employment.

Job Responsibilities:

• Responsible for answering customer service phone calls, e-mails and chats and ensure excellent customer satisfaction.
• Assist and resolve customer inquiries and complaints by providing the best recommendations and or solutions to the customer, with following up to ensure resolutions.
• Responsible for processing orders, preparing correspondence, managing customer expectations, processing refunds/exchanges, and ensuring customer satisfaction is met within service levels.
• Ensure excellent customer service standards are met and high customer satisfaction is maintained at all customer touchpoints.
• Ability to learn quickly and absorb knowledge in this constantly evolving role.
• Provide brand and product expertise to build trust and loyalty among customers to acquire new customers and retain returning customers.
• Provide accurate and complete information to customers by learning and using the right systems for gathering information.
• Generate sales leads and provide excellent customer service to all B2C and B2B orders.
• Share gratitude and empathy across all customer touchpoints, while ensuring customer satisfaction is upheld.
• Follow MOSCOT communication guidelines and principles to provide the ultimate MX – MOSCOT Experience to all you interact with.

Requirements

• Proven success in a Customer Service role; minimum of 2 years in a similar role.
• Experience working in a fast-paced office environment.
• Requires ability to multi-task within several systems and lines of communication.
• Flexible, adaptable and able to work in an entrepreneurial environment.
• Ability to communicate effectively across all levels of the organization and externally.
• Exceptional time management and organizational skills, with strong attention to detail and follow-up skills.
• Proven success working as a team player, as well as an individual contributor.
• Strong PC skills and experience with multiple systems and ability and desire to learn new applications as needed.
• Emotional Intelligence.
• Experience working with Shopify, SAP Business One and Eye Cloud Pro a plus

Job Types: Full-time

Pay: $21.00 - $23.00 per hour