Wholesale - Customer Service Advocate (CSA)

EssilorLuxottica Group•Phoenix, AZ

1d•Onsite

About The Position

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.

Requirements

High School education or equivalent required
4+ years previous related optical experience and/or training
Data Entry knowledge
Lab process flow knowledge
Telephone/Email Etiquette
Active Listening
Familiarity with electronic communication methods such as email, instant messaging, and chat services.
Basic ability to add and subtract.
Understand decimal numerical sequencing.
Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
Ability to communicate effectively in a team environment.
Ability to use professional language/conduct when communicating externally to customers.
Keyboarding skills with the ability to do 10 key.
Basic computer hardware knowledge

Nice To Haves

ABO (AMERICAN BOARD OF OPTICIANRY) Certification
Microsoft Office programs required (Excel, Word, etc.)
Gmail and Google Suite of Web Based Applications
Eclipse Order Entry experience
Optifacts experience
Salesforce.com experience

Responsibilities

Manage customer requests via Salesforce cases to successful outcome.
Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions).
Prioritize and problem solve complex customer issues and concerns.
Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
Conduct professional communication with customers.
Occasional Modification of jobs to customer specifications.
Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
Perform other duties within the customer service department or other areas as assigned.
Maintain a clean and organized work environment.
Observe all company policies, rules, and safety practices.