Customer Service Representative - Wholesale
: Job Details :

Description/Comment: JROLE: Customer Service Rep Brand: Wholesale *Must complete an internet speed test: www.speedtest.net and the UPDATED Prescreen Questions- Please attach prescreen and speed test to the resume! *** See the wholesale section on background screening for background requirements. ******1. This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed. 2. If the distance candidates would have to commute is more than one hour, we will not consider them for the role for the same reasons as above. It would not be a practical expectation, and we would like to avoid any concerns in the future. We are mainly focused on bringing in candidates who have dealt with high call volume/ foot traffic with good computer navigation skills. We are seeking tech support candidates for our customer. We lean more towards candidates with technical skills related to electrical issues and the ability to communicate troubleshooting steps. We prefer applicants who have relevant knowledge or experience, whether from previous roles in IT support or first-level help desk positions. Additionally, customer service experience is highly desired, whether face-to-face or over the phone, so candidates should be comfortable communicating in writing. GENERAL FUNCTION The Customer Service Representative handles calls from new and existing business clients regarding a variety of requests in an efficient and effective manner. The Customer Service Representative uses knowledge of Luxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business. MAJOR DUTIES AND RESPONSIBILITIES • Answers incoming calls and processes orders. • Resolves customer complaints, troubleshoots issues to determine best path for resolution. • Correctly documents customer interactions and tracks call types. • Maintains support service levels and upholds Luxottica's Customer Service standards. • Owns follow up with customers to resolve inquiries regarding order status, shipping status and stock availability. • Takes inbound phone calls for up-to 90% of assigned shift. • Performs all other duties as assigned. BASIC QUALIFICATIONS • High school diploma • 1+ year(s) of experience working in customer service, hospitality or call center environment • Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice • Strong verbal and written communication skills • Demonstrated listening and comprehension skills • A clear team player with strong interpersonal skills • Ability to maintain composure when dealing with difficult customer situations • Excellent time management skills - must be able to prioritize tasks efficiently • Strong PC skills including MS Office; Word and Excel • Ability to navigate information systems and internet PREFERRED QUALIFICATIONS • Higher education degree • Previous experience using SAP • Previous experience in the optical industry, full knowledge of Luxottica's optical products and a strong command of the industry language • Bilingual French COMPUTER PICK UP DETAILS: ask the agencies to advise the candidates that if selected they will have two pick-up trips for equipment at our Port Washington office. The first trip is done before the training starts where they receive temporary equipment. After a week of training, they will swap out the temporary equipment for permanent equipment. During the pick-up of their permanent, they will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lectured Start Time: 12:00 AM Hours: 8:00am to 5:00pm Location: Port Washington 12 Harbor Park Drive Port Washington NY 11050 Education: dditional Job Details: JROLE: Customer Service Rep Brand: Wholesale *Must complete an internet speed test: www.speedtest.net and the UPDATED Prescreen Questions- Please attach prescreen and speed test to the resume! *** See the wholesale section on background screening for background requirements. ******1. This is a temporary remote position. Candidates who are selected should be prepared to travel to the PW office in the future when directed. 2. If the distance candidates would have to commute is more than one hour, we will not consider them for the role for the same reasons as above. It would not be a practical expectation, and we would like to avoid any concerns in the future. We are mainly focused on bringing in candidates who have dealt with high call volume/ foot traffic with good computer navigation skills. We are seeking tech support candidates for our customer. We lean more towards candidates with technical skills related to electrical issues and the ability to communicate troubleshooting steps. We prefer applicants who have relevant knowledge or experience, whether from previous roles in IT support or first-level help desk positions. Additionally, customer service experience is highly desired, whether face-to-face or over the phone, so candidates should be comfortable communicating in writing Attachment: Port Washington CALL CENTER PRE-SCREEN Questionnaire/Checklist Name of Candidate: Date

Do you understand that this is a temp to perm role at a pay rate of $17.50 for English speaking or $20.00 for bilingual English/French speaking?

Are you currently employed? If applicable, why did you leave your last place of employment? If still working, why are you looking?

What attracted you to this position? Why do you want to work for Essilorluxottica?

Tell the candidate the shift for this role and ask: Are you able to work this shift? What is your full work availability (hours of day, days of week, weekends) Do you have any restrictions on your availability (Days or Times of the day you can't work)?

Do you have any dates within the first six (6) months of work that you would need off?

List three (3) job responsibilities and/or duties you consider your strengths?

List two (2) technical skills and/or knowledge areas where you are strongest?

List an area of opportunity where you would like to improve.

What are the key motivators that inspire you to perform at your best?

Describe your background in operating a PC.

How often do you use the internet and mainstream web browsers?

Have you ever had to use multiple systems at once, often toggling between screens?

Have you applied directly or indirectly for any other positions at Essilorluxottica in the last six (6) months ?

Have you ever worked for Essilorluxottica, any of its subsidiaries, or have you been affiliated with Essilorluxottica in any way in the last five (5) years? If so, what Brand?

What decision criteria will you use to decide whether you will accept this job offer , if it is offered to you?

Work From Home Requirements Questionnaire

• You must be able to set your monitor up on a desk or table and directly connect your desktop to the internet router in your home
  • You cannot use a wireless connection . Please confirm you have access to directly connect your desktop to the internet router.
  • Internet speed minimum requirement is 25Mbps Download / 5Mbps Upload. Please confirm you meet this requirement.
• Is your internet router more than 6 feet from the desk or table that you will be using for your desktop? If not how far is your internet router from your desk or table?
• Is there a power source available and located near the desk or table that you will be using?
• Is the desk or table that you will be using located in an area in your home that is free of noise and distractions during your working hours? (i.e.: family members, children, and pets, cell phones/picture phones, etc.)
• If we were to provide you with a carrying tote, would you be comfortable transporting your desktop and monitor home and setting it up with written/visual aid instruction?
  • Due to the size of the equipment, it is suggested to avoid transporting the equipment on public transportation. Will this be a concern?
• This role is remote for now; however, the plan is to return to the office. Will this be a concern when returning to the office is required?

If selected, you will have two pick-up trips for equipment at our Port Washington office. The first trip is done before the training starts, where you will receive temporary equipment. After a week of training, you will swap the temporary equipment for permanent equipment.

• During the pick-up of your permanent equipment, you will stay for part of the day and receive a tour of the building, meet the leadership team in person, and spend some time training in a lecture environment. You will then leave in the early afternoon to go home and set up equipment for the following day of training. Contractors are responsible for transportation to and from the office. Will this be a concern?