Customer Service Advocate (CSA)

General Function

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Specific duties include using technology systems, troubleshooting problem jobs, and providing quality customer service.

Duties And Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
• Provide quality customer service by answering customer calls, responding to customer questions/concerns, handling technical questions/concerns, and conducting outbound calls (Missed ETAs, Follow up requests, Back-order substitutions).
• Prioritize and problem solve complex customer issues and concerns.
• Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
• Conduct professional communication with customers.
• Occasional Modification of jobs to customer specifications.
• Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

Qualifications

• High School education or equivalent required.
• 4+ years previous related optical experience and/or training.
• Data Entry knowledge.
• Lab process flow knowledge.
• Telephone/Email Etiquette.
• Basic ability to add and subtract.
• Understand decimal numerical sequencing.
• Basic ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Basic ability to communicate effectively in a team environment.
• Basic ability to use professional language/conduct when communicating externally to customers.
• Basic keyboarding skills with the ability to do 10 key.
• Basic computer hardware knowledge.

Preferred Qualifications

• ABO (AMERICAN BOARD OF OPTICIANRY) Certification.
• Microsoft Office programs required (Excel, Word, etc.).
• Gmail and Google Suite of Web Based Applications.
• Eclipse Order Entry experience.
• Salesforce.com experience.

Benefits

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.