This is a Customer Service Specialist role and is responsible for providing optimal quality customer experience for all communication channels (phone, fax, email, webchat, and correspondence) from internal and external customers; including but not limited to, assisting customer with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed customer needs and expectations. In this role, you will support team concepts and the goals and objectives of the Customer Service department. 

ESSENTIAL FUNCTIONS

• Handling inbound calls from customers calling from doctor's office regarding their accounts or orders 
• Provide First Contact Resolution whenever possible for all communication channels as applicable
• Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand.
• Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions
• Possess and effectively utilize knowledge of current policies and procedures within Customer Service
• Work with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers
• Update/utilize applications/systems as necessary to reflect/retrieve accurate information
• Assist customer with questions and issues - Identify customer problems and use proper techniques in decision making to resolve
• Identify service errors and report/resolve appropriately
• Up-sells products and services for promotions/discontinuations or contests, as required
• Maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer
• Ability to learn and take on additional responsibilities and other projects; complete as assigned
• Demonstrate and exemplify professionalism in performance and attitude; including accountability, initiative and teamwork
• As business needs dictate, works extended hours to complete daily department goals or tasks to include overtime

Knowledge, Skills and Abilities:

• Background in order entry/order management using an ERP system is a plus
• Familiarity with MS Dynamics ERP or similar system is a plus
• Knowledge of the eyecare industry is a plus
• 1 year background in telephone customer service or equivalent strongly preferred
• 1 year experience in a goal-driven and customer-focused environment strongly preferred
• Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with web-based video conferencing (Teams, Webex, etc.)
• Demonstrated proficiency in email correspondence
• Strong attention to detail
• Exceptional written and verbal communication skills
• Demonstrated analytical and problem-solving ability
• Excellent telephone presence and a high degree of professionalism
• Effective organization, planning, and time management skills
• Strong ability to multi-task
• Ability to thrive in a fast-paced environment
• Highly adaptable to change, with a tolerance for stress
• Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
• Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
• Fluency in written and spoken English
• Fluency in written and spoken Spanish or French a plus (may be required based on company need)

Work Environment:

• This is a full-time onsite role. Hybrid remote scheduling may be available based on business needs and ability to maintain appropriate home-office environment.
• Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
• Occasional need to lift up to 15 pounds.

• High school diploma or equivalent required
• College degree preferred

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

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