Job title: Customer Service Specialist
Location: Grants Pass, OR 97526
Pacific Time Zone
100% Onsite but possible future Hybrid


Temp but possibly temp to hire for right candidate (Temp to hire after 640 hours)

Work Hours: TBD either 6:00-3:00 or 7:00-4:00 PT

As a Customer Service Specialist for Vision Group, your mission will be to act as a representative of our company to provide top quality service to our customers.


PRIMARY RESPONSIBILITIES:
• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Develop a strong knowledge of our product portfolio and procedures
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
• Effectively communicate additional promotions and services we offer.
• Process customer orders in a courteous, efficient, timely manner with minimal errors.
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
• Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
• Regularly attend and participate in team meetings.
• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
• Other duties as assigned by Manager.
Specific Duties:
• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
• Communicating with customers through various channels (Phone, email, chat)
• Effectively communicate additional promotions and services we offer.
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction
Goals:
• Quality Assurance – 90% Rating on calls/emails/chat interactions
• Transactions Per Hour – 8 Transactions per hour worked (6 for chat)
• Accessibility – 85% Availability, minimize unnecessary off line time
• Answered Interactions– 99% of Interactions are answered
• Attendance – Compliance to the attendance policy
• Development & Training – Completion of training and action steps