Responds, investigates, and resolves any inbound customer requests and inquiries
Uses several systems for status updates on all network orders
Provides technical assistance and support for incoming queries and issues
Recommends appropriate product
Place outbound calls to accounts to resolve items on unclean orders
Manages difficult customer situations in a calm and professional manner
Proactively contacts customers to follow up on customer requests
Manually enter orders into the system
Applies discounts and credits on warranty claims
Provides pricing on individual and multiple orders
Notifies customers on any deviations from delivery or further commitments ahead of time
Builds customer interest in new products (lenses, coatings) and services
Provides information, and modifications to insurance claim order
Assists with product conversions
Provides assistance to sales, marketing, and finance
Assist internal stakeholders with inquiries related to accounts, products, services, and status of orders
Documents contacts, actions, and responses in the provided tools
Actively gathers feedback and drives continuous improvement of services and processes
QUALIFICATION REQUIREMENTS:
High school diploma or equivalent
Strong customer focus and customer service attitude
Strong verbal and written communication skills
Excellent 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 level
Strong problem solving, teamwork, and time management skills
3 to 5 years of either technical customer service experience and/or optical experience
Willingness 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
