Customer Service Specialist

Job Summary

Responsible for providing a quality customer experience to both internal and external customers. Channels include phone, fax, email, and webchat. Duties include assisting customers and sales representatives with inquiries, accurate order processing, order status, pricing inquiries, product information, and any internal follow-up to exceed customer needs and expectations. Supports team concepts and department goals.

Responsibilities

• Processes contact lens orders accurately and efficiently from multiple channels.
• Works to provide First Contact Resolution whenever possible for all communication channels as applicable.
• Adheres to the applicable Quality Assurance Guidelines to ensure quality service enhancing the customer experience and promoting the CooperVision brand.
• Maintains knowledge of all products, prices, accessories, and literature, shipment and availability of product, policies and procedures to effectively service the customer.
• Identifies customer problems and uses proper techniques and tools in decision-making to resolve.
• Identifies service errors and reports/resolve appropriately.
• Educates customers about other products and services we offer.
• Maintains knowledge of current policies and procedures within Customer Service.
• Works with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers.
• Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
• Assists customers and sales reps. with questions and issues.
• Displays a positive, professional attitude and behaviors in all interactions and responsibilities.

Qualifications

• Excellent communication [both verbal and written] and active listening skills in both French and English.
• Intermediate to advanced skill level in the use of Excel, Word, Outlook, and PowerPoint.
• Attention to detail and problem resolution skills.
• Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying patience, empathy, professionalism, accountability, and friendliness.
• Knowledge of and experience with Salesforce.com preferred.
• Able to prioritize and work in a fast-paced, constantly changing environment with the ability to multitask.
• Strong business acumen and ability to learn new programs, products, and processes when implemented.
• Able to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications.
• Knowledge of and experience with Customer Service.

Work Environment

• Professional office environment in line with corporate office standards.
• Prolonged sitting in front of a computer.
• Average of 75+ customer contacts per day.
• Adheres to Standard Operating Procedures and Regulatory requirements.