Full Time Call Center Representative

Movado Group Inc.; Washington; Remote; USD 60,000 - 80,000; Full time

Job summary

An established watch manufacturer in the United States is looking for a Customer Support Representative. The role involves providing first-level support, managing inbound calls regarding product orders, and maintaining customer satisfaction. Candidates should have at least 3 years of service-related experience in a call center and possess strong multitasking abilities. This position offers a competitive hourly rate and excellent benefits, including medical and dental plans.

Benefits

Medical plans

Dental plans

Vision plan

401(k)

Tuition Reimbursement

Paid Time Off

Qualifications

• Minimum of 3 years of service-related experience in a call center environment.
• Experience in a remote and fast-paced environment.
• Must be able to work mandatory OT during peak seasons or as required.

Responsibilities

• Provide first-level assessment, support, and resolution of issues.
• Answer inbound calls regarding product orders and service requests.
• Maintain customer satisfaction ratings based on criteria set by the company.

Skills

Service-related experience

Ability to multi-task

Bilingual (Spanish)

Tools

Microsoft Suite

SAP

Automatic Call Distributor (ACD)

Job description

Overview

At Movado Group, we are committed to building the strongest brands in the industry and we are passionate about what we do. Our people are fueled by a creative spirit and a drive for excellence that are reflected in every aspect of our business. We offer the watch industry a compelling strategic vision and track record of sustained growth and we offer our employees unparalleled opportunities for career advancement. We invite you to come share in our success. Our people are the corner stone of our business - we invite you to grow your career with us.

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.

DIRECT APPLICANTS ONLY - NO AGENCIES

Movado Group, Inc. designs, sources, and distributes MOVADO, MVMT, OLIVIA BURTON, EBEL, CONCORD, COACH, TOMMY HILFIGER, HUGO BOSS, LACOSTE, and CALVIN KLEIN watches worldwide, and operates Movado company stores in the United States.

Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.

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Movado Group, Inc. is an equal opportunity employer. It prohibits discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any other legally protected status in accordance with applicable federal, state and local laws.