Customer Service Representative

Remote or Onsite: Remote to start with intentions to transition onsite in the future (TBD)

Job Overview

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 representative uses knowledge of Luxottica products and services, along with excellent customer service skills, to address issues, provide support, offer information, and place orders to ensure customer satisfaction and retain business.

Major Duties and Responsibilities:

• Answers incoming calls and processes orders.
• Resolves customer complaints and troubleshoots issues to determine the 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.

Work Details

Work Hours:

• Regular Shift: Monday - Friday, 11:00 AM – 7:15 PM
• Training: 9:00 AM – 5:00 PM for 2 weeks (35 hours/week)
• Start Time: 12:00 AM (for initial setup or as directed)
• Standard Hours: 8:00 AM – 5:00 PM

Budgeted Rate:

• English-speaking: $17.50 pay rate
• French-speaking: $20.00 pay rate (French-speaking candidates are the highest priority)

Specific Skills Needed:

• Call center experience
• Ability to multitask and handle a high volume of calls ( 80/day)
• Good computer navigation skills
• Bilingual (French and English) highly preferred

Years of Experience: Approximately 1 year

Candidate Requirements

Basic Qualifications:

• High school diploma
• 1 year(s) of experience in customer service, hospitality, or a call center environment
• Excellent telephone etiquette with clear, confident, and professional communication
• Strong verbal and written communication skills
• Demonstrated listening and comprehension skills
• Team player with strong interpersonal skills
• Ability to maintain composure in difficult customer situations
• Excellent time management skills with the ability to prioritize tasks efficiently
• Strong PC skills, including MS Office (Word and Excel)
• Ability to navigate information systems and the internet

Preferred Qualifications:

• Higher education degree
• Previous experience using SAP
• Experience in the optical industry with full knowledge of Luxottica’s products and industry language
• Bilingual (French and English)

Additional Requirements:

• Must complete an internet speed test at www.speedtest.net and attach results to resume.
• Must complete updated prescreen questions and attach them to the resume.
• Candidates must live within a 1-hour commute of the Port Washington office (12 Harbor Park Dr, Port Washington, NY 11050). Candidates beyond this distance will not be considered due to future onsite expectations.
• See wholesale section on background screening for background check requirements.

Computer Pickup Details

• Selected candidates will make two trips to the Port Washington office for equipment:
• First Trip: Before training begins, candidates pick up temporary equipment.
• Second Trip: After one week of training, candidates swap temporary equipment for permanent equipment. During this visit, they will:
• Stay for part of the day
• Receive a tour of the building
• Meet the leadership team in person
• Participate in a lectured training environment
• Leave in the early afternoon to set up equipment at home for the next training day
• Contractors will be paid 8 hours for the computer pickup day, with the expectation that they go home and set up all equipment to be ready for training the following day.

Job Type: Contract

Pay: $17.50 - $20.00 per hour

Expected hours: 40 per week

Shift:

• Day shift
• Morning shift

Ability to Commute:

• Myton, UT 84052 (Required)

Ability to Relocate:

• Myton, UT 84052: Relocate before starting work (Required)

Work Location: Hybrid remote in Myton, UT 84052

Salary : $18 - $20