Customer Service Specialist #998 Farmers Branch, TX.

Customer Service Specialist

• Location: Farmers Branch, TX (hybrid role)
• Reports to: Manager, Customer Service
• Salary range: $19-21/hour

Job Description

Eyemart Express is seeking candidates with strong customer service skills, written skills, and social media customer service experience to fill a position with our Customer Service Team. This candidate will be responsible for responding to all forms of customer complaints, on our social media platforms, phone, and Zendesk, for in-store and online customers. The ideal candidate will bring high energy, problem-solving skills, excellent communication, and great customer service skills into a role which interacts directly with Eyemart customers. Please note: we will only be considering candidates that are located within the Dallas- Fort Worth area and able to be in office three days a week (Tuesday through Thursday). Applicants must be over the age of 18 and authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Duties and Responsibilities

• Research the original sale and the resulting customer complaint.
• Apply customer service skills in order to resolve moderately complex customer issues by coordinating between the field and the customer.
• Know Eyemart Express Warranties, Policies & Prices, and apply accordingly when resolving customer issues.
• Communicate the complaint and its resolution to the store s General Manager, the District Manager and/or Senior Vice President.
• Document complaints/resolutions thoroughly; analyze resulting data to identify relevant trends.
• Based on customer feedback, provide relevant feedback to the District Manager on coaching and retraining opportunities in our stores.
• Build solid, productive relationships with General Managers and District Managers.

Education and Experience Requirements

• High School diploma required.
• 2-5 years of experience in a customer service or account management position.
• Retail optical experience preferred.
• Experience using Zendesk preferred.

Skill Requirements

• Able to speak fluently in Spanish, preferred.
• Proficient in controlling customer situations and setting customer expectations appropriately.
• Ability to create resolution plans, as necessary.
• Strong interpersonal and communication skills.
• Demonstrated ability to analyze and problem-solve.

• Strong implementation and project management skills.
• Customer service focus.
• Strong skills in Microsoft Office, Zendesk, and responding on social media.
• Very positive, professional demeanor and attitude.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to speak, write and understand Spanish

Eyemart Express is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, religion, marital status, pregnancy, sexual orientation, disability, veteran or military status and other personal characteristics protected by law. We are committed to a diverse and inclusive workforce - one that reflects the varied communities where we live and serve. Our work greatly benefits from a range of perspectives, so we encourage you to apply!