Customer Service Remote

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