Customer Service Representative (InboundOutbound Calls)

Youngstown, OH - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Customer Service Representative (Inbound/Outbound Calls)

Location: Youngstown Ohio 44512 (100% Onsite)

Duration: 3 months with possible extension

Work Hours: 8:30 AM 5:00 PM (8 hours/day)

Start Date: Immediate

Pay Rate: $17.00/hr (W2)

Required Experience: 1-3 Years

JOB OVERVIEW

The Customer Service Representative provides high-quality multi-channel customer support including incoming and outgoing calls email and text communication in a manufacturing optical lab environment. This role requires strong communication problem-solving data entry and follow-through skills to ensure customer satisfaction first-contact resolution and adherence to Luxottica standards. This is not a retail call center role.

KEY RESPONSIBILITIES

Handle high-volume inbound and outbound calls in a fast-paced environment
Manage email and text message communication with customers
Perform end-to-end follow-through including research issue resolution and documentation
Complete accurate data entry and frame ordering
Resolve customer issues using department tools business judgment and appropriate escalation paths
Maintain professional courteous communication at all times
Support first-contact resolution and customer retention
Work effectively in a team-oriented environment
Meet defined productivity quality and service level objectives

MANDATORY SKILLS & QUALIFICATIONS

Good verbal and written communication skills
Basic phone handling skills
Basic data entry skills
Ability to multitask and manage time effectively
Customer service orientation
Intermediate PC skills including Windows OS Microsoft Office and web browsers
Strong English comprehension and grammar
Ability to perform basic math

PREFERRED / DESIRABLE QUALIFICATIONS

Friendly and professional personality
Strong organizational skills
Ability to de-escalate tense situations
Previous experience in a call center or customer contact role
Optical or manufacturing lab experience (plus not required)
Luxottica Retail store or field experience (preferred)

WORKLOAD & PERFORMANCE EXPECTATIONS

Average 40 60 inbound calls per CSR per day
Average 10 20 outbound calls per CSR per day
Average call duration: 2:15 minutes
Average follow-through time per interaction: 5 15 minutes
Average 1 5 emails per day
Average 20 30 text messages per day

Job Title: Customer Service Representative (Inbound/Outbound Calls) Location: Youngstown Ohio 44512 (100% Onsite) Duration: 3 months with possible extension Work Hours: 8:30 AM 5:00 PM (8 hours/day) Start Date: Immediate Pay Rate: $17.00/hr (W2) Required Experience: 1-3 Years JOB OVE...