Optical Lab Customer Service Representative Tier I M-F 8:30am-5:30pm JOB RESPONSIBILITIES 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 escalate 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
Supervisory Responsibilities: None QUALIFICATIONS: Required Qualifications and Skills
- High school diploma or equivalent
- Optical experience required (lab or retail)
- 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 2+ years of customer service experience preferred PHYSICAL DEMANDS: 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-5:30pm ger, 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. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment and the noise is usually moderate.
For U.S. Candidates Compensation Range
The anticipated base salary range for this position is between $18.00- $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 provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation, please email [email protected] and include your name and contact information so we can follow up promptly. Equal Opportunity Employer ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. International Candidates The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market. ABB031
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