Optical Lab Customer Service Representative Tier II

Job Responsibilities

Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.

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.

Achieve a first call resolution to all customer concerns and inquiries.

Provides moderate to high problem resolution.

Advise customers of products and services that may best suit them.

Makes outbound calls for consult, delayed jobs and open frame-to-come orders.

Provides shipping, tracking support and resolution. (Familiar with USPS, FedEx and UPS shipment applications.)

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.

Develop and maintain SOPs.

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.

Strong empathy and active listening skills to interpret customer needs.

Ability to work overtime as business needs dictate.

Qualifications

• High school diploma or equivalent
• 2 years of customer service experience in tier I
• Minimum of 1 year of optical customer service experience
• PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
• 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

• 4 years of customer service experience
• Preferred 2 years of optical experience
• High end optical experience, such as customized/boutique eyewear

Physical Demands

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, 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.

Benefits

• 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