Auburn Mills MI - Optical Lab Customer Service Representative Tier I M-F

Position:Auburn Mills MI - Optical Lab Customer Service Representative Tier I M-F 8:30am-5:30pm

Location: Auburn Hills, MI

Job :2658

# of Openings:1

Reporting directly to the Customer Service Manager, the Lab Tier I Customer Service Representative provides total support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.

Essential Responsibilities
includes the following. Other duties and special projects may be assigned.

• Enter orders, redo’s and support order inquiries in the order entry system.
• Partners with the customer to review and verify patient order history.
• Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
• Listen to and resolve customer’s concerns about products and services. Provides total customer care for key and strategic accounts
• Achieve a first call resolution to all customer concerns and inquiries
• Provides moderate problem resolution
• Makes outbound calls for delayed jobs and open frame- to-come orders
• Provides shipping, tracking support and resolution
• Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention and increasing business
• Locates customer trays on the production floor; communicates with Lab personal to execute requests from the customer
• Handles and allocates frames, lenses, and samples to trays in production. Retrieves trays for consult with the customer. Mediates with the customer and lab personnel
• 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 escalated issues to the Resolution team and management
• Actively participate in team discussions; provide feedback to improve the work environment
• 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

• High school diploma or equivalent
• Optical experience required (lab or retail)
• 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

2+ years of customer service experience preferred

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands for Lab Customer Service Representative Tier I M-F 8:30am-5:30pmger, 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.

The work environment characteristics described here are representative of those an employee encounters while performing the essential…