6310- Customer Service RepSUMMARYAssist customers via telephone and email by answering order status questions, resolving problems and/or issues relating to job orders, tracking jobs, and finding information for Rx’s in process. ESSENTIAL DUTIES AND RESPONSIBILITIESPrimary DutiesAnswer incoming calls from customers in a professional manner.Receive new orders, input Rx order correctly into DVI.Address and resolve customer requests and issues related to lab, lenses, services, pricing, product.Direct complaints concerning billing and services rendered.Refer complaints of service failures to designated department managers for investigation.Locate an order’s current or past position in the facility by checking in computer system.Tag trays when necessary for expediting.Give estimated order completion times, monitor own “promise jobs,” and notify customers of delays.Document phone conversations in account notes in DVI.Keeps abreast of products and availability.QUALIFICATIONSExperienceHigh School Diploma2 years of telephone customer service experience a plusOptical experience recommendedInsurance billing and reconciliation recommended (VSP, VBA, VCP, Superior, and Eye-Med) Knowledge, Skills, and AbilitiesKnowledge and understanding of the Optical industry recommended.Ability to represent the company in a professional mannerAble and willing to work as a team.Good communication skills, problem solving, and follow through.Ability to do simple/basic mathMust be able to work overtime when neededAble to read and write EnglishAble to memorize large amounts of data accuratelyKnowledge and be able to use it effectively of Microsoft Office.