Title : Customer Service Specialist - Onsite

Description :

The primary focus of this position is to act as a representative of our company to provide top quality service to our customers which may be measured through defined numerical goals / targets.

Duties in this position are usually repetitive, requiring limited analysis and use of individual judgment. Specific duties for this position include answering inbound and outbound calls and following through on customer inquiries.

Supervision ranges from close to general.

All duties to be performed according to the established standard while maintaining regular, prompt attendance and availability for overtime as needed :

Provide quality customer service by answering outbound customer calls and / or emails and chat, prioritizing and responding to customer questions / concerns, entering orders and / or rework orders, answering optical related technical questions

Prioritize and problem solve customer issues and concerns.

Manage customer late lists, moving late jobs through the lab and communicating with customers.

Perform other duties within the customer service department or other areas as assigned.

Maintain a clean and organized work environment.

Observe all company policies, rules, and safety practices.

QUALIFICATIONS / REQUIREMENTS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience

High School education or equivalent preferred.

At least 1 year of previous related experience and / or training required.

Certificates and Licenses

None required.

Communication Skills

Telephone / Email Etiquette

Active Listening

Familiarity with electronic communication methods such as email, instant messaging and chat services

Language Ability

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write short correspondence.

Ability to communicate effectively in a team environment.

Ability to use professional language / conduct when communicating externally to customers.

Math Ability

Understand decimal numerical sequencing.

Reasoning Ability

Ability to multitask and prioritize.

Demonstrate good judgment and decision making skills.

Computer Skills

Ability to set up computers required (monitors, headsets, keyboard, docking station, laptop, cords, etc.)

Microsoft Office programs required (Excel, Word, etc.)

Gmail and Google Suite of Web Based Applications

Keyboarding skills with the ability to 10 key.

Technical and Internet Specifications (Remote Agents Only)

Home Router with wired link to PC (Employee Provided)

Business Level Internet (Employee Provided)

Monitor (Company provided)

Wired Headset (Company provided)

Physical Demands :

The tasks of this position generally requires duties to be performed by :

Regularly sit for the duration of shift.

Occasionally required to stoop, climb, or balance.

Coordinated use of hands and fingers to grasp, feel objects, transfer small items from one hand to another, fine manipulation, and bilateral reach with arms.

Use of close vision, color vision, depth perception and ability to adjust focus.

Work Environment :

Fast paced, office environment.

Regularly work with others.

The noise level in the office is generally quiet.

Safety and Ergonomic Requirements :

Must practice safe work practices at all times and report any unsafe conditions immediately.

Required to wear the appropriate PPE while in the laboratory, including but not limited to safety eyewear and enclosed shoes.

Attend and participate in all required safety training.

Participate in daily ergonomic stretches and follow all ergonomic requirements of the position.

Follow all personal dress requirements according to the established dress code and safety requirements.

Specific Skills Needed :

Customer Service Experience

Years of Experience : 2

Note :

Work hours : 40 / HR (9am to 5 : 30pm EST)

Onsite

Last updated : 2024-05-15