PRIMARY RESPONSIBILITIES:

Responds, investigates, and resolves any inbound customer requests and inquiriesUses several systems for status updates on all network ordersProvides technical assistance and support for incoming queries and issuesRecommends appropriate productPlace outbound calls to accounts to resolve items on unclean ordersManages difficult customer situations in a calm and professional mannerProactively contacts customers to follow up on customer requestsManually enter orders into the systemApplies discounts and credits on warranty claimsProvides pricing on individual and multiple ordersNotifies customers on any deviations from delivery or further commitments ahead of timeBuilds customer interest in new products (lenses, coatings) and servicesProvides information, and modifications to insurance claim orderAssists with product conversionsProvides assistance to sales, marketing, and financeAssist internal stakeholders with inquiries related to accounts, products, services, and status of ordersDocuments contacts, actions, and responses in the provided toolsActively gathers feedback and drives continuous improvement of services and processes

QUALIFICATION REQUIREMENTS:

High school diploma or equivalentStrong customer focus and customer service attitudeStrong verbal and written communication skillsExcellent interpersonal skills for professional interactions with customers and stakeholders from other VIS departments.Strong ability to work in a fast-paced environment and under certain time pressure, high flexibility and adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and/or escalate to the appropriate management levelStrong problem solving, teamwork, and time management skills3 to 5 years of either technical customer service experience and/or optical experienceWillingness and ability to catch up on customer service and/or optical skills & knowledge (depending on individual background and experience)Solid computer and Microsoft Office skills, in particular, Excel and Word