Customer Service Representative - Onsite

Title: Customer Service Representative - Onsite

Mandatory skills:

Customer Service,
Microsoft Office,
Windows operating systems, PC,
Internet, mainstream web browsers,
telephonic, personal customer contact,
Retail store, field,
incoming calls, outgoing calls, email, text messages, text communication, chat, social media, phone,
data entry, frame ordering,
customer satisfaction, customer retention,
productivity, revenue generation, retail revenue, quality,
tools, resources, business judgment, business expertise,
customer issues, problem resolution, communication, performance improvement

Description:

Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering

GENERAL FUNCTION:
The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined client objectives to protect and increase client Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

MAJOR DUTIES AND RESPONSIBILITIES:
Assists customers telephonically and non-telephonically with service and support issues.
Resolves problems utilizing client tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of client and company objectives.
Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and client Retail expectations.
Uses courteous and professional language.
Works effectively in a team environment.
Creates a win-win resolution to problems.

BASIC QUALIFICATIONS:
High School or equivalent is preferred but not REQUIRED
Ability to produce quality and professional written correspondence with customers
Ability to demonstrate and perform basic math
Customer service orientation
Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
Commitment to providing resolution to customer issues on the first contact
Strong English comprehension and a good command of grammar

PREFERRED QUALIFICATIONS:
Previous experience in a telephonic or personal customer contact position
client Retail store/field experience

Specific Skills Needed:

Top 3-5 mandatory and/or minimum requirements: Good communication, basic phone skills, basic data entry, multitasking
Top 3-5 desirable attributes/qualifications: Friendly personality, Organized, able to deescalate a tense situation
Required levels/ Years of Experience education discuss whether there is flexibility - On the job training, optical experience is a plus

Must b able to handle the high volume of incoming and outgoing calls, email and text messages.
We average 40 to 60 incoming calls per CSR. We average 10 - 20 outgoing calls a day, per CSR.
The average call time is 2:15 minutes, however, the follow through time averages 5 - 15 minutes.
Each CSR completes the leg work, research and follow through for every call, email or text they take.
CSR average 1-5 emails a day and an average of 20 -30 text messages a day.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008