Full Time Call Center Representative

The Customer Service Representative will be an energetic and reliable professional in the Movado Call Center. The Customer Service Representative will be responsible for answering incoming customer calls, utilizing company policies to solve customer issues, and directing calls to the managerial team when necessary.

Roles and Responsibilities :

Provide first-level assessment, support, and resolution of issues.

Answer inbound calls regarding product orders, E-comm orders, parts orders, and repair requests in a fast-paced environment.

Maintain customer satisfaction ratings based on explicit criteria set forth by the company.

Handle dispute escalation in accordance with existing policies and procedures

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.

Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken.

Attend mandatory monthly training / department meetings before / after scheduled work time to stay updated on product or company policy changes.

Requirements :

Experience in a remote and fast-paced environment

Minimum of 3 years of service-related experience in a call center environment

Must have the ability to learn systems and multi-task by navigating multiple windows to obtain and update necessary information while assisting customers

Basic knowledge of Microsoft Suite is required, including Outlook, Word, Excel, OneNote

Must be able to work mandatory OT during peak seasons or as required

SAP experience is a plus

Automatic Call Distributor (ACD) system experience is a plus

Bilingual is a plus (Spanish)

The hourly rate for this position is $18.50.

As a benefit eligible position, this role enjoys access to our medical plans, dental plans, vision plan, Life Insurance, Accidental Dismemberment & Death Insurance, Tuition Reimbursement program, 401(k), Short-Term Disability, Long-Term Disability, Parental Leave, Legal Plan, Employee Assistance Program, Pet Insurance, Flexible Spending Account, Critical Illness Insurance, Watch Accommodations / Discounts, Paid Time Off and Company Paid Holidays.