Customer Service Agent

PRIMARY RESPONSIBILITIES:


* 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