REMOTE LOCAL CANDIDATES - GENERAL FUNCTION: The CSR 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 Lux Retail revenues and enhance the overall customer experience.
Reduced Hours of operation are 8:30 AM – 6:30 PM (M-F) (reduced hours subject to change based on business needs)
Normal Hours: 8:00 am – 9:00 pm (M-F); Weekends 9:00 am – 7:00 pm).
Candidate would need to be avail to work during any of these hours but would only be assigned to a reg. 8 hr. shift. Schedule Equ Pickup prior to start date; Compensate 8 hours for pick up and computer setup Training will be from 8:30 AM – 5:00 PM. Training is approximately 1 to 1 ½ weeks long.
After training and a transition period the associate will move to their normal shift. CSR initiates the escalation process for unresolved customer problems. CSR 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 LUX Retail revenues and enhance the overall customer experience.
CSR initiates the escalation process for unresolved customer problems.
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 LUX expectations.
Uses courteous and professional language. Works effectively in a team environment. Creates a win-win resolution to problems.
High School or equivalent Ability to produce quality and professional written correspondence with customers Ability to demonstrate and perform basic math CS orientation
Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers Commitment to providing resolution to customer issues on the first contact Strong English comprehension and a good command of grammar
PREFERRED-Associate degree Previous experience in a telephonic or personal customer contact position LUXRetail store/field experience