Customer Service Representative

Customer Service Representative (Call Center Environment)

LOCATION: Port Washington, NY 11050 (Temporary Remote – with mandatory future onsite visits as directed)

DURATION: 6 months with possible extension

Work Hours: 8:00am to 5:00pm

• Candidates must be willing to travel to the Port Washington office when directed
• Candidates with commute over 1 hour will not be considered

PAY RATE

• English: $17.50/hr. W2 All Inclusive
• French Speaking: $20.00/hr. W2 All Inclusive

GENERAL FUNCTION

The Customer Service Representative uses knowledge of client's products and services along with strong customer service skills to address customer issues, provide product and order support, troubleshoot concerns, and place orders while maintaining customer satisfaction and retaining business.

MAJOR DUTIES AND RESPONSIBILITIES

• Answers incoming customer calls and processes orders
• Resolves customer complaints and troubleshoots issues to determine best resolution path
• Accurately documents customer interactions and tracks call types
• Maintains required support service levels and follows client's Customer Service standards
• Owns follow-up activities related to:
• Order status
• Shipping status
• Stock availability
• Handles inbound calls for up to 90% of the assigned shift
• Performs other assigned duties as required

BASIC QUALIFICATIONS

• High school diploma
• 1+ year of experience in customer service, hospitality, or call-center environments
• Excellent telephone etiquette with clear, confident, and professional communication
• Strong verbal and written communication skills
• Demonstrated listening and comprehension abilities
• Strong interpersonal and teamwork skills
• Ability to maintain composure in difficult customer situations
• Excellent time management and task prioritization skills
• Strong PC skills, including MS Word and Excel
• Ability to navigate multiple information systems and the internet

PREFERRED QUALIFICATIONS

• Higher education degree
• Previous experience using SAP
• Experience in the optical industry with knowledge of optical products
• Bilingual (French)
• Prior IT Support or first-level Help Desk experience
• Technical troubleshooting background (including electrical or technical issue resolution)

SKILLS REQUIRED

• Customer Service Excellence
• High-Volume Call Handling
• Technical Troubleshooting
• System Navigation
• Order Processing
• Complaint Resolution
• Documentation Accuracy
• Time Management
• Written & Verbal Communication
• MS Word & Excel Proficiency
• Adaptability in Remote Environments

ADDITIONAL NOTES

• The role prioritizes candidates with high call-volume or high foot-traffic experience
• Strong preference for candidates with technical or troubleshooting skills
• Comfortable written communication is required for customer support documentation
• Candidates must be flexible to shift between remote and onsite expectations

Job Types: Full-time, Contract, Temporary

Pay: $ $18.00 per hour

Expected hours: 40 per week

Work Location: Remote