Customer Experience & Billing Specialist
GlassesUSA.com has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting-edge in-house technologies and data-driven philosophy constantly keep us on the frontline of the global eCommerce B2C industry.
Responsibilities
- Responding to customer queries in a timely and accurate way via email, phone, live chat, and messaging.
- Diagnosing customer billing issues or requests, solving problems, and helping with queries about their order.
- Complete tickets based on priority and SLA protocols.
- Handling VIP customers - including order creation, refund calculations, ticketing, and resolving customer issues by phone.
- Completing daily tasks assigned.
- Leading and developing special projects and initiatives.
- Other duties as assigned.
Qualifications
- Two years minimum customer service experience required.
- Understanding of how CRM systems work.
- Proficiency in the Google Suite and Microsoft Suite.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities are a must.
- Experience handling invoices and billing
- Experience with refunds is a plus
- Experience in customer service/support/sales or a similar role via live chat, phone, and email is a plus.
- Familiarity with our industry is a plus.
- Experience using help desk software is a plus.
- Familiarity with eCommerce and/or Optical Industry is a plus.
What We're Looking For
- An individual with a high attention to detail.
- Patience when handling tough cases.
- An individual that is great with numbers and has an analytical mindset.
- Great customer service organization - deliver WOW to our customers.
- An individual that prioritizes teamwork.
- Someone who is dependable and reliable.
- Willingness to actively contribute to and lead improvement initiatives.
Benefits
- Entitlements to the company's benefits policy
- Paid time off
- Sick days
- Life Insurance
- Disability Coverage
- Referral Program
- Various other benefits via TriNet
Job Type: Full-time. On site. College Park, GA (Greater Atlanta Area) Schedule: Monday-Friday Shifts for either 9 AM - 6 PM or 10 AM - 7 PM
