Customer Care Order Resolution Specialist

HOYA Vision Care•Lewisville, TX

10d•Remote

About The Position

This is a centralized function where an individual will work the DVI edit buckets for multiple labs. It requires customer outreach to secure answers to issues that caused the order to not be able to be processed. Individuals will work WCB, CCB, and all other edit queues.

Requirements

High School Diploma
Familiarity with DVI
DVI knowledge
Hoya products
Lab processes
Strong partnership skills to work with CS and operational teams
Solid written language skills—good grammar, sentence structure, clarity
Ability to communicate effectively through the written word
Able and willing to work as a team.
Good communication skills, problem-solving, and follow-through.
Must be able to work overtime when needed
Must be able to read and write English

Nice To Haves

Familiarity with Hoya products is a plus
Optical experience recommended

Responsibilities

Support customers across all Hoya labs as a centralized team supporting the Customer Care enterprise.
Identify issues with orders that couldn’t be processed, correct the order, and submit for processing.
Contact customers where the issue resolution requires customer input.
Identify alternative solutions to offer customers, or that will help release the order for processing.
Engage CS for lab if lab considerations or specific customer contact are needed. Inform CS a job is waiting for their action.
Be comfortable working with CS and lab employees in all labs.
Document interactions or any significant order modifications in account notes in DVI.
Keep abreast of products and availability.
Be measured on keeping queues up to date and orders moving into the labs.
May be asked to support phone or email inbound coverage in situations of emergency.