Customer Service Specialist

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit 

Why Work With Us

As a Great Place to Work , our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We don’t quit until the job is done right! Our lenses don’t just change vision, they change lives. Join a team that is passionate about improving other’s visual health and quality of life.

JOB SUMMARY

This is an on-site Customer Service Specialist role and is responsible for providing optimal quality customer experience for all communication channels (phone, fax, email, webchat, and correspondence) from internal and external customers; including but not limited to, assisting customer with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed customer needs and expectations. In this role, you will support team concepts and the goals and objectives of the Customer Service department. 

This role is 100% onsite from our Gilbert AZ office. 

ESSENTIAL FUNCTIONS

• Handling inbound calls from customers calling from doctor's office regarding their accounts or orders 
• Provide First Contact Resolution whenever possible for all communication channels as applicable
• Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand.
• Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions
• Possess and effectively utilize knowledge of current policies and procedures within Customer Service
• Work with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers
• Update/utilize applications/systems as necessary to reflect/retrieve accurate information
• Assist customer with questions and issues - Identify customer problems and use proper techniques in decision making to resolve
• Identify service errors and report/resolve appropriately
• Up-sells products and services for promotions/discontinuations or contests, as required
• Maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer
• Ability to learn and take on additional responsibilities and other projects; complete as assigned
• Demonstrate and exemplify professionalism in performance and attitude; including accountability, initiative and teamwork
• As business needs dictate, works extended hours to complete daily department goals or tasks to include overtime

QUALIFICATIONS

Knowledge, Skills and Abilities:

• Background in order entry/order management using an ERP system is a plus
• Familiarity with MS Dynamics ERP or similar system is a plus
• Knowledge of the eyecare industry is a plus
• 1+ year background in telephone customer service or equivalent strongly preferred
• 1+ year experience in a goal-driven and customer-focused environment strongly preferred
• Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
• Demonstrated proficiency in email correspondence
• Strong attention to detail
• Exceptional written and verbal communication skills
• Demonstrated analytical and problem-solving ability
• Excellent telephone presence and a high degree of professionalism
• Effective organization, planning, and time management skills
• Strong ability to multi-task
• Ability to thrive in a fast-paced environment
• Highly adaptable to change, with a tolerance for stress
• Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
• Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
• Fluency in written and spoken English
• Fluency in written and spoken Spanish or French a plus (may be required based on company need)

Work Environment:

• This role is 100% onsite from our Gilbert AZ office, with occasional hybrid/remote scheduling may be available based on business needs and ability to maintain appropriate home-office environment.
• Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
• Occasional need to lift up to 15 pounds.

EDUCATION

• High school diploma or equivalent required
• College degree preferred

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

#LI-AK1