Job Description
Job Title: Customer Service Representative (Inbound/Outbound Calls)
Location: Youngstown, Ohio 44512 (100% Onsite )
Duration: 3 months with possible extension
Work Hours: 8:30 AM 5:00 PM (8 hours/day)
Start Date: Immediate
Pay Rate: $17.00/hr (W2)
Required Experience: 1-3 Years
JOB OVERVIEW
The Customer Service Representative provides high-quality multi-channel customer support including incoming and outgoing calls , email , and text communication in a manufacturing optical lab environment . This role requires strong communication , problem-solving , data entry , and follow-through skills to ensure customer satisfaction, first-contact resolution, and adherence to Luxottica standards. This is not a retail call center role .
KEY RESPONSIBILITIES
- Handle high-volume inbound and outbound calls in a fast-paced environment
- Manage email and text message communication with customers
- Perform end-to-end follow-through , including research , issue resolution , and documentation
- Complete accurate data entry and frame ordering
- Resolve customer issues using department tools , business judgment , and appropriate escalation paths
- Maintain professional, courteous communication at all times
- Support first-contact resolution and customer retention
- Work effectively in a team-oriented environment
- Meet defined productivity , quality , and service level objectives
MANDATORY SKILLS & QUALIFICATIONS
- Good verbal and written communication skills
- Basic phone handling skills
- Basic data entry skills
- Ability to multitask and manage time effectively
- Customer service orientation
- Intermediate PC skills , including Windows OS , Microsoft Office , and web browsers
- Strong English comprehension and grammar
- Ability to perform basic math
PREFERRED / DESIRABLE QUALIFICATIONS
- Friendly and professional personality
- Strong organizational skills
- Ability to de-escalate tense situations
- Previous experience in a call center or customer contact role
- Optical or manufacturing lab experience (plus, not required)
- Luxottica Retail store or field experience (preferred)
WORKLOAD & PERFORMANCE EXPECTATIONS
- Average 40 60 inbound calls per CSR per day
- Average 10 20 outbound calls per CSR per day
- Average call duration: ~2:15 minutes
- Average follow-through time per interaction: 5 15 minutes
- Average 1 5 emails per day
- Average 20 30 text messages per day
Job Tags
Work at office, Immediate start,