Service & Support Specialist I

Job Summary

Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

Responsibilities

• Provides First Contact Resolution whenever possible for all communication channels.
• Adheres to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances customer experience and promotes the CooperVision brand.
• Maintains knowledge of all products, prices, accessories and literature, shipment and availability of products, policies and procedures to effectively service the customer.
• Responds to all inquiries in a timely and accurate manner.
• Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork.

Qualifications

• Experience: Minimum of two (2) years Customer Service experience required, in a call center environment preferred
• High school diploma or equivalent required
• College degree preferred
• Knowledge, Skills, And Abilities:
  • Excellent communication [both verbal and written] and active listening skills
  • Excellent keyboard skills, fast and accurate
  • Intermediate skill level in the use of Excel, Word, Outlook, and PowerPoint. Advanced preferred
  • 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
  • Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications
  • Knowledge of the Eyecare Medical Industry is a plus
  • Bilingualism is preferred for US and required for Canada

Work Environment

• Work from Home and/or professional office environment in line with corporate office standards
• Prolonged sitting in front of a computer
• Adheres to Standard Operating Procedures and Regulatory requirements
• Must live within 50 miles of the Victor, NY office

Compensation

The actual base pay includes many factors and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.