Optical Support Representative

This is an onsite position.

Responsibilities

• Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
• Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
• Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
• Proactively informs leadership of any issues or challenges foreseen.
• Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
• Creates and maintains customer accounts.
• Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
• Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
• Engages customers through outreach to ensure product satisfaction.
• Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
• Leverages optical knowledge to resolve complex technical issues presented by customers, sales reps, and internal peers.
• Analyzes and troubleshoots provided data used to manufacture products, including but not limited to prescription and measurement data.
• Recommends specific products to proactively close phone sales.
• Participates in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Completes annual compliance trainings via computer.
• Attends required department trainings or events on and offsite when needed.
• Follows company policies and procedures including quality and safety.

Requirements

• High school diploma or equivalent required.
• Minimum of 1-year relevant customer service work experience required.
• Experience providing customer service to international customers highly preferred.
• Optical background preferred.
• American Board of Opticianry (ABO) certification preferred but not required.

Skills

• Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
• Proven success in quickly learning computer systems required.
• Excellent data entry accuracy and strong attention to detail required.
• Effective verbal and written communication skills in English required.
• Proficiency in reading and interpreting documents in English required.
• Proven success in prioritizing assigned work required.
• Ability to gather, understand, and interpret information required.
• Good analytical and conceptual thinking skills required.
• Comfortable providing training and guidance to peers on technical processes and best practices.
• Ability to troubleshoot to resolution required.
• Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
• Customer-centered mindset and ability to effectively deescalate emotions required.

Physical Demands

• Constantly sits/stands.
• Frequently uses hands and fingers.
• Occasionally walks and stands.
• Rarely bends and stoops.
• Occasionally reaches up/down with arms.
• Occasionally lifts and/or moves up to 5 lbs.

Pay

$21.80 - $26.70 per hour

Benefits

• Annual performance bonus.
• Medical, dental, and vision benefits.
• 401K match.