Customer Service Representative

Position Summary:

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 analysis and use of individual judgment. Specific duties for this position include handling inbound and outbound calls and/or emails, use of technology systems, troubleshooting problem jobs, report generation, following through on customer inquiries, and the retention and acquisition of industry/position required knowledge. Supervision ranges from close to general.

Responsibilities:

• Focused on one specific program/area
• Handle inbound and outbound calls, chats, and emails
• Use of technology systems
• Troubleshooting problem jobs
• Report generation
• Follow through on customer inquiries
• Retention and acquisition of industry/position knowledge
• Provide quality customer service by answering inbound and 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 Ability to cross train in various areas within the Customer Service group to include inbound and outbound calls, proactive notifications, and knowledge of Salesforce, Opti facts, or various lab management systems
• Prioritize and solve complex customer issues and concerns by troubleshooting and analyzing.

Physical Demands:

• The task of this position requires duties to be performed by:
• Regularly sit for the duration of shift.
• Occasionally required to walk, stand, 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.

Experience:

• 0-3 years customer experience (entry-level)