Summary
Responsible for assisting customers with the goal of improving customer satisfaction; utilizes various systems, programs, applications, and product knowledge to support customers; fosters strong and healthy relationships between team members; acts in accordance with company standards; provides assistance as requested by the CSC Leader and various Managers.
Essential Job Functions
CUSTOMER SERVICE
• Receive and resolve issues and claims regarding quality and/or service as a company representative.
• Listen attentively and carefully to the customers’ issues, being sure to fully understand the situation before responding to a customer; responses should be given after fully understanding the issue, and should follow appropriate customer service practices outlined during training.
• Empathize with customers regarding all complaints, adapting to the customers’ perspectives when trying to understand an issue.
• Handle all situations to the best of one’s ability, escalating and reporting complaints/issues to the CSC Leader and/or designated Manager when necessary.
• Stay updated with the most current information available regarding the company profile as well as the general operation of the retail stores to provide customers with accurate information when necessary.
• Utilize programs, applications, and back-end systems to help manage customer profiles, analyze purchasing behavior, evaluate customer satisfaction, and support customers.
• Gather opinions and feedback from customers about all products and services; take initiative to seek continual process improvement and actively consider methods to improve efficacy and cost reduction.
• Review the company website regularly and report errors to the department Manager if it is necessary for information to be corrected.
• Manage and maintain all orders from the E-commerce platform with respect to processing, billing,
returns, exchanges, and warranty fulfillment; inform customers promptly and respectfully when there are expected delays regarding an order.
• Use Zendesk chat platform when responding to customer requests/inquiries
• Attend mandatory training and fully understand contents in order to provide excellent customer service in accordance with company standards.
• Foster a vibrant and friendly atmosphere by building good communication and strong relationships with colleagues, customers, and managers, while maintaining a positive attitude.
• Maintain records of customer prescriptions, orders, payments, and other confidential information in compliance with company policy and applicable privacy laws concerning patient information. • Develop and retain a full understanding of all products offered (lenses and frames) as well as manufacturing times; make best-suited suggestions for customers based on specific, individual needs. • Attend staff meetings with the CSC Leader and other Managers to understand company announcements and updates regarding affiliated departments.
OTHER & MISCELLANEOUS
• Comply with all company policies and procedures, as well as applicable federal and state laws/regulations.
• Maintain a clean and safe working space.
Qualifications
Education Experience
• High School Diploma or equivalent GED is required.
Work Experience
● Related experience of one-year or longer in customer service preferred.
● Knowledgeable with Optical information (Prescription lenses)
● Knows how to read prescription from Optometrists / Opticians
● Have at least 3-6 months experience working in an eyewear company (in store or e-commerce)
● Will assist customers with general inquiry, returns and orders.
Knowledge, Skills, and Abilities
• Customer and Personal Service — Knowledge of principles and processes for providing customer service. This includes assessing customers’ needs, meeting quality standards for services, addressing and resolving customer complaints, and evaluating customer satisfaction.
• Basic Computer Skills — Ability to make a report to Managers, to communicate with team members and customers with computer applications, such as Microsoft Word/Excel and web application through Internet Browsers.
• Learning Capacity — Ability to understand knowledge presented in training, and reinforcing that knowledge between team members on the job.
• Mathematics — Knowledge of basic arithmetic, algebra, geometry and their applications. • English Language — Knowledge of the structure and content of the English language, including the meaning and spelling of words, syntax rules, and grammar.
• Service Orientation — Awareness to actively look for ways to help customers and improve customer service.
• Motivation — Maintain intrinsic motivation, and motivate others as they work.
• Time Management — Manage one’s own time.
• Social Perceptiveness — Demonstrate conscientiousness and understanding of others’ behaviors, feelings, and reactions.
• Critical Thinking/Troubleshooting — Use logic and reasoning to recognize errors, note the strengths and weaknesses of alternative solutions, determine the causes of errors, and identify solutions to resolve issues and errors.
• Conflict Resolution — The ability to understand multiple perspectives and their benefits and drawbacks, creating a compromise that satisfies all parties.
• Reflection/Observation — Reflect on personal and staff performance to make improvements or take corrective action.
• Reading Comprehension — Read, understand, analyze, and interpret documents such as company policies, product data, marketing materials, and other work related documents.
• Speaking — Possess oral communication skills to effectively convey information that is clear and easily understandable.
• Active Listening — Listen to and fully understand information and ideas presented by others.
• Writing — Communicate effectively in writing as appropriate for internal and external company communications.
• Near Vision — The ability to see details at close range.
• Problem Sensitivity — The ability to identify current issues and foresee potential issues.
• Manual Dexterity —The ability to make precisely coordinated movements of the fingers of one or both hands, a hand together with its arm, or two hands to grasp, manipulate, or assemble very small objects.
Working hours
Rotating shifts to accommodate 24/7 hours of operations (Flexible to work in a shifting schedule)
Additional Information