Description

JOB DESCRIPTION

This is a Bilingual Hybrid Customer Service Specialist role and is responsible for providing optimal quality customer experience for all communication channels (phone, fax, email, webchat, and correspondence) from internal and external customers; including but not limited to, assisting customer with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed customer needs and expectations. In this role, you will support team concepts and the goals and objectives of the Customer Service department.

This Hybrid role is based out of our Victor, NY office 3 days a week, with 2 days from home
Shift is Monday - Friday, 10:30am - 7:00pm - no weekends!

RESPONSIBILITIES

ESSENTIAL FUNCTIONS

• Handling inbound calls from customers calling from doctor's office regarding their accounts or orders
• Provide First Contact Resolution whenever possible for all communication channels as applicable
• Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand.
• Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions
• Possess and effectively utilize knowledge of current policies and procedures within Customer Service
• Work with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers
• Update/utilize applications/systems as necessary to reflect/retrieve accurate information
• Assist customer with questions and issues - Identify customer problems and use proper techniques in decision making to resolve
• Identify service errors and report/resolve appropriately
• Up-sells products and services for promotions/discontinuations or contests, as required
• Maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer
• Ability to learn and take on additional responsibilities and other projects; complete as assigned
• Demonstrate and exemplify professionalism in performance and attitude; including accountability, initiative and teamwork
• As business needs dictate, works extended hours to complete daily department goals or tasks to include overtime

QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent communication [both verbal and written] and active listening skills
• Intermediate skill level in the use of Excel, Word, Outlook and PowerPoint
• Attention to detail and problem resolution skills
• Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying patience, empathy, professionalism, accountability and friendliness
• Knowledge of and experience with Salesforce.com preferred
• Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask
• Ability to read and understand technical material such as Standard Operating Procedures (SOP's), Product Parameters and Specifications
• Strong business acumen and ability to learn new programs, products and processes when implemented
• Ability to project a positive attitude

WORK ENVIRONMENT

• Professional office environment in line with corporate office standards
• Prolonged sitting in front of a computer
• Adheres to Standard Operating Procedures and Regulatory requirements

EDUCATION

• High school diploma or equivalent required
• College degree preferred

EXPERIENCE

• Minimum of three (3) years Customer Service experience required, in a call center environment preferred.
• Medical device field experience a plus
• Bilingual in English & Spanish is required

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran

For U.S. locations that require disclosure of compensation, the starting base pay for this role is $21 per hour.

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