Customer Service Spec

Customer Service Specialist – Spanish Speaking preferred
• Location: Farmers Branch, TX (hybrid role)
• Schedule: M-Saturday
• Reports to: Manager, Customer Service
• Salary range: $19-24/hour

Job Description
Eyemart Express is seeking candidates with strong customer service skills, excellent verbal and written communication 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 issues and concerns, on our social media platforms, phone, and Zendesk system, for in-store and online customers. The ideal candidate will bring high energy, empathetic problem-solving skills, excellent communication, and world class customer service into a role which interacts directly with Eyemart customers. Please note: we will only be considering candidates that are able to be in the Farmers Branch office three days a week (Tuesday through Thursday) and have the flexibility to work weekends as needed. 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 customer transactions and the resulting concern or issue.
• Apply customer service skills to resolve moderately complex escalations by coordinating between the field team 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 Operations Leadership.
• Document complaints/resolutions thoroughly; analyze resulting data to identify relevant trends.
• Provide relevant feedback and trends to the District Managers on coaching and retraining opportunities in our stores.
• Build solid, productive relationships with field leaders.

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 problem solving and de-escalation.
• 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.
• Passion for the customer experience.
• 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.

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!