JD:
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 department objectives to protect and increase Luxottica 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 department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
- Acts as a positive role model by demonstrating continuous performance improvement, solid business skills, and support of department and company objectives. · Ensures productivity, revenue generation, and quality levels are met to meet and exceed customer and Luxottica Retail expectations.
- Uses courteous and professional language. · Works effectively in a team environment. · Creates a win-win resolution to problems.