Optical Lab Customer Service Representative Tier II

ABB Optical Group•Auburn Hills, MI

22h•Onsite

About The Position

Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers. Essential Responsibilities include the following. Other duties and special projects may be assigned.

Requirements

High school diploma or equivalent
In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience.
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

In addition to 4 years of customer service experience, preferred 2-years of optical experience.
High end optical experience, such as customized/ boutique eyewear.

Responsibilities

Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
Partners with the customer review and verify patient order history.
Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
Achieve a first call resolution to all customer concerns and inquiries.
Provides moderate to high problem resolution.
Advise customers of products and services that may best suit them.
Makes outbound calls for consult, delayed jobs and open frame-to-come orders.
Provides shipping, tracking support and resolution. (Familiar with USPS, FedEx and UPS shipment applications.)
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.
Develop and maintain SOPs.
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.
Strong empathy and active listening skills to interpret customer needs.
Ability to work overtime as business needs dictate
Other duties as assigned