Optical Lab Customer Service Representative Tier II

Lab Tier II Customer Service Representative

Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers.

Essential Responsibilities include the following:

• Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
• Partners with the customer review and verify patient order history.
• Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
• Achieve a first call resolution to all customer concerns and inquiries.
• Provides moderate to high problem resolution.
• Advise customers of products and services that may best suit them.
• Makes outbound calls for consult, delayed jobs and open frame-to-come orders.
• Provides shipping, tracking support and resolution. (Familiar with USPS, Fed Ex and UPS shipment applications.)
• In-depth knowledge of all products relative to customer's needs.
• Provide individualized customer service with high quality and professional standards
• Meet or exceed all key performance metrics set by the department.
• Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management.
• Actively participate in team discussions; provide feedback to improve the work environment.
• Develop and maintain SOPs.
• Exhibits effective communication skills and is empowered to make decisions for the customer.
• Proactively engages the customer and creates an authentic, positive, and memorable customer experience.
• Strong empathy and active listening skills to interpret customer needs.
• Ability to work overtime as business needs dictate
• Other duties as assigned

Supervisory Responsibilities:

None

Required

Qualifications and Skills:

• High school diploma or equivalent
• In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience.
• Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
• Requires proficiency with MS office applications (Excel, Word, Adobe)
• Able to answer inbound phone calls and respond to emails
• Able to make outbound calls including Frame-To-Come and delayed job calls
• Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
• Ability to adapt to change and unexpected demands of the business
• Excellent written and oral communication skills with the ability to convey information clearly and effectively
• Ability to resolve customer conflict issues in a tactful and professional manner
• Ability to multi-task and utilize multiple systems while performing on the job

Desired

Qualifications:

• In addition to 4 years of customer service experience, preferred 2-years of optical experience.
• High end optical experience, such as customized/ boutique eyewear.

Physical Demands:

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required.

Compensation Range:

• The anticipated base salary range for this position is $20.00 Hourly. This represents the good-faith estimate of the compensation range at the time of posting. Actual pay will be based on job-related factors, which may include: geographic location, relevant experience, education and qualifications, job-related skills, internal equity considerations, applicable minimum wage laws. This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.

Benefits:

• Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include: medical, dental, and vision insurance; life and group life insurance; voluntary supplemental life insurance; supplemental health benefits (critical illness, hospital, accident); short- and long-term disability; paid family leave (where applicable by state law); 401(k) plan; tuition reimbursement; eyewear discounts.

Time-Off Benefits:

• Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws): paid vacation and/or sick time; paid holidays; birthday PTO (Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)

Accessibility and Accommodations:

• Upon request and consistent with applicable law, ABB Optical will…