Customer Service Representative

Description/Comment: Job Title/Job Description- Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering
Submit Resumes and Prescreen Questionnaire
Work Hours: M-F 8:15am-5pm, occasional OT
Location Address: 2429 Oakwood Blvd, Melvindale, MI 48122 (100% Onsite)
Brand: The Central Lab Group (7 years Background check including education)
Start date: Immediately
Duration: 12/31/2025

Temp to Hire after 90 days without a fee.

There are 2 companies based out of our location- Both requiring communication via phone, text and email, as well as data entry throughout the day
o Cherry Optical- 1 Supervisor, 1 C/S representative
o Optistock, LLC- 1 Team Lead that oversees company

• High call volumes- C/S reps having to put 3-5 people on hold at a time

• Avg. speed time to answer phones increased to 80 seconds

Specific Skills Needed:
Top 3-5 mandatory and/or minimum requirements

• Must be able to operate a computer efficiently

• Strong communication skills

• Must be detail oriented

• Incoming/Outgoing phone calls mandatory, must be a people person
Top 3-5 desirable attributes/qualifications?

• Multitasker

• Customer Service and/or Optical Experience is desirable

• Experience with Excel (Able to create sheet or formulas?)

• DVI knowledge highly valued (Software used for ordering/Job look up)

Must have High School Diploma or G.E.D minimum

Must be able to handle the high volume of incoming and outgoing calls, email and text messages. We average 40 to 60 incoming calls per CSR. We average 10 - 20 outgoing calls a day, per CSR. The average call time is 2:15 minutes, however, the follow through time averages 5 - 15 minutes. Each CSR completes the leg work, research and follow through for every call, email or text they take. CSR average 1-5 emails a day and an average of 20 -30 text messages a day.

GENERAL FUNCTION
The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Luxottica Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.
MAJOR DUTIES AND RESPONSIBILITIES

• Assists customers telephonically and non-telephonically with service and support issues.

• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.

• Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.

• Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica Retail expectations.

• Uses courteous and professional language.

• Works effectively in a team environment.

• Creates a win-win resolution to problems.

PREFERRED QUALIFICATIONS

• Previous experience in a telephonic or personal customer contact position

• Luxottica Retail store/field experience Start Time: 12:00 AM Hours: M-F 8:15am-5pm Location: Cherry Optical 2429 Oakwood Blvd Melvindale MI 48122 Education: dditional Job Details: Job Title/Job Description- Customer Service Rep - incoming / outgoing calls, email and text communication, follow through, data entry, frame ordering Submit Resumes and Prescreen Questionnaire Work Hours: M-F 8:15am-5pm, occasional OT Location Address: 2429 Oakwood Blvd, Melvindale, MI 48122 (100% Onsite) Brand: The Central Lab Group (7 years Background check including education) Start date: Immediately Duration: 12/31/2025 Temp to Hire after 90 days without a fee. Must be able to handle the high volume of incoming and outgoing calls, email and text messages. We average 40 to 60 incoming calls per CSR. We average 10 - 20 outgoing calls a day, per CSR. The average call time is 2:15 minutes, however, the follow through time averages 5 - 15 minutes. Each CSR completes the leg work, research and follow through for every call, email or text they take. CSR average 1-5 emails a day and an average of 20 -30 text messages a day.