Customer Care Order Resolution Specialist

About the Role

Centralized function where an individual will work the DVI edit buckets for multiple labs. This role requires customer outreach to secure answers to issues that caused orders to not be processed. The individual will work across WCB, CCB, and all other edit queues, supporting the Customer Care enterprise across all Hoya labs.

Responsibilities

• Support customers across all Hoya labs, not centered on one particular lab.
• Identify issues with orders that couldn’t be processed, correct the order, and submit for processing.
• Contact customers when issue resolution requires their input.
• Identify alternative solutions to offer customers or help release orders for processing.
• Engage CS for lab if lab considerations or specific customer contact are needed.
• Inform CS when a job is waiting for their action.
• Document interactions or significant order modifications in account notes in DVI.
• Keep abreast of products and availability.
• Maintain queues up to date and ensure orders move into the labs.
• Support phone or email inbound coverage in emergency situations.

Qualifications

• High School Diploma.
• Familiarity with DVI.
• Familiarity with Hoya products is a plus.
• Optical experience recommended.

Skills

• Strong partnership skills to work with CS and operational teams.
• Solid written language skills—good grammar, sentence structure, and clarity.
• Effective communication through the written word.
• Ability to work as a team.
• Good communication skills, problem-solving, and follow-through.
• Willingness to work overtime when needed.

Knowledge and Abilities

• Must be able to read and write English.