Customer Service Specialist - 10:30am - 7:00pm

CooperVision, a division of CooperCompanies (NASDAQ:COO), is one of the world’s leading manufacturers of soft contact lenses.

The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics.

CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available.

Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers.

For more information, visit www.coopervision.com
JOB SUMMARY

This Hybrid, Customer Service Specialist role 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 is a HYBRID role, based out of Victor, NY
(3 days in office, 2 days from home)

Shift is Monday - Friday, 10:30am - 7:00pm - no weekends! 

ESSENTIAL FUNCTIONS


* Works to 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.


* Possesses and effectively utilizes knowledge of current policies and procedures within Customer Service.


* Works with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers.

Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.


* Assists customer with questions and issues.  Identifies customer problems and uses proper techniques in decision making to resolve.


* Identifies service errors and report/resolve appropriately.


* Up-sells products and services for promotions/discontinuations or contests, as required.  Educates customer about other products and services we offer. 


* Maintains 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; completes as assigned.


* Demonstrates a...