Call Center Representative - Customer Care

Job Description

• Answers incoming calls, letters, emails, and faxes from Stores and Customers to answer questions, take complaints, comments or compliments.
• Works as a customer advocate when dealing with Retail Support Center Management teams to resolve customer concerns.
• Logs all calls using a call management system.
• Works closely with the Labs, Distribution Center, and District Manager Associates, Accounts Payable, Legal, Merchandising, Marketing, Managed Care to resolve customer issues.
• Resolves issues through proper research, utilizing many software, programs and people. Informs Field Management of customer issues and works with Field Staff to resolve.
• Answers Store Support calls that include; researching manifest/receiving errors, locating discontinued frames, checking ETA's for non-stocking contact lenses, etc
• Processes BBBs, Attorney General and Ban Letters.
• Assists with SDS (Point of Sale System) training

Qualifications

• High School Diploma/GED required
• 1+ years previous customer relations and/or call center experience preferred.
• Computer skills: Word, Excel, PowerPoint, web browsing.
• Excellent phone etiquette required.
• Experience with a Ticketing System/Footprints preferred.
• SDS or any POS system experience preferred.  Cisco phone system experience preferred.
• Approaches all encounters with customers and co-workers in an attentive, friendly, courteous, and serviceoriented manner.
• Strong verbal/written communication abilities; effective interpersonal skills; strong attention to detail.
• Expresses oneself clearly in conversations and interactions with others.
• Effective problem solving and troubleshooting skills.

Additional Information

National Vision offers a competitive benefits package including Health and Dental Insurance, 401k with company match, Flex Spending Account, Short Term and Long Term Disability Insurance, Life Insurance, Paid Personal Time Off, and much more. Please see our website www.nationalvision.com to learn more.ll your information will be kept confidential according to EEO guidelines.