Auburn Mills MI - Optical Lab Customer Service Representative Tier I M-F 8:30am-5:30pm

ABB Optical Group•Auburn Hills, MI

1h•$18 - $20•Onsite

About The Position

Reporting directly to the Customer Service Supervisor, the Lab Tier I Customer Service Representative provides total support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.

Requirements

High school diploma or equivalent
Optical experience required (lab or retail)
Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
Requires proficiency with MS office applications (Excel, Word, Adobe)
Able to answer inbound phone calls and respond to emails
Able to make outbound calls including Frame-To-Come and delayed job calls
Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
Ability to adapt to change and unexpected demands of the business
Excellent written and oral communication skills with the ability to convey information clearly and effectively
Ability to resolve customer conflict issues in a tactful and professional manner
Ability to multi-task and utilize multiple systems while performing on the job

Nice To Haves

2+ years of customer service experience preferred

Responsibilities

Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).
Partners with the customer to review and verify patient order history.
Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
Listen to and resolve customer’s concerns about products and services. Provides total customer care for key and strategic accounts
Achieve a first call resolution to all customer concerns and inquiries
Provides moderate problem resolution
Makes outbound calls for delayed jobs and open frame- to-come orders
Provides shipping, tracking support and resolution
Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention and increasing business
In-depth knowledge of all products relative to customer’s needs
Provide individualized customer service with high quality and professional standards
Meet or exceed all key performance metrics set by the department
Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management
Actively participate in team discussions; provide feedback to improve the work environment
Exhibits effective communication skills and is empowered to make decisions for the customer
Proactively engages the customer and creates an authentic, positive, and memorable customer experience