Job Description:
Job Title: Customer Service Representative - EyeMed Government Member
Start Date: 10/15/24
Class Type: Virtual
Class Size: 15 agents
Training Time: 9:00 AM - 5:30 PM
Shift: 10:30 AM - 7:00 PM
Location: Remote/WFH (Must be within an hour's drive from Mason, OH)
Important Dates:- Last Day for Names: 9/30/2024
Employment Type: Temp to Hire (Eligible for conversion in 90 days without a fee)
Requirements:
- Background check and 5-panel drug screening
- OIG/SAM and OFAC screenings completed/cleared
- Must be able to come into the office if equipment issues arise
- Must meet technical requirements (detailed below)
- Must have a private, distraction-free workspace
- Must have a smartphone for multi-factor authentication
- Must pick up equipment from Mason, OH - CSC
Technical Requirements:
- Minimum internet speeds: 10 Mbps download, 1 Mbps upload
- Ethernet connection required (no wireless)
- Luxottica-provided hardware only
Job Responsibilities:
- Provide high-quality multi-channel support (phone, chat, email, social media, US mail)
- Resolve customer issues using department tools and resources
- Escalate unresolved issues appropriately
- Demonstrate continuous performance improvement and support department objectives
- Ensure productivity, revenue generation, and quality levels are met
- Use courteous and professional language
- Work effectively in a team environment
- Create win-win resolutions to problems
Basic Qualifications:
- High School diploma or equivalent, or relevant work experience
- Ability to produce quality written correspondence
- Basic math skills
- Customer service orientation
- Intermediate PC knowledge, proficient with Microsoft Office and internet browsers
- Strong English comprehension and grammar
Preferred Qualifications:
- Associate degree or higher
- Previous experience in customer contact positions
- Luxottica Retail store/field experience
Additional Information:
- Candidates must be local and able to convert without a fee after 90 days
- Emphasize the need for reliable transportation for potential office visits
- Role may involve phone, chat, or email interactions
- Agencies will be billed $2,000 for missing equipment
Ideal Candidate Traits:
- Medical or insurance background preferred
- Call center experience (2+ years at one location)
- Detailed PC experience or certifications
- Stable work history with at least one year at a previous job
- Critical thinking, problem-solving, leadership, adaptability, poise, and patience
Detractors for Interviews:
- Job hopping or employment gaps
- Spelling and grammatical errors on resumes
- Incomplete pre-screen questionnaire
Compliance:
- OIG/GSA/OFAC screenings conducted prior to placement and monthly thereafter
- Must complete EyeMed Leonardo training