Optical Support Representative

Envista Holdings Corporation•Madison, WI

7d•$22 - $27•Onsite

About The Position

The Optical Support Representative will be responsible for responding to internal and external customer inquiries via phone and email and resolve issues within department standards and goals. This includes general and somewhat complex troubleshooting of the optical properties of the system. A strong optical background would be beneficial for this role. They will be responsible for contributing to company revenue by consistently meeting productivity and quality standards. This is an onsite position.

Requirements

High school diploma or equivalent required.
Minimum of 1-year relevant customer service work experience required.
Proficient with Microsoft Office including Outlook, Word, and Excel (basic) required.
Proven success in quickly learning computer systems required.
Excellent data entry accuracy and strong attention to detail required.
Effective verbal and written communication skills in English required.
Proficiency in reading and interpreting documents in English required.
Proven success in prioritizing assigned work required.
Ability to gather, understand, and interpret information required.
Good analytical and conceptual thinking skills required.
Comfortable providing training and guidance to peers on technical processes and best practices.
Ability to troubleshoot to resolution required.
Ability to build and maintain good rapport and handle situations with confidence, tact, and resourcefulness required.
Customer-centered mindset and ability to effectively deescalate emotions required.
Constantly sits/stands.
Frequently uses hands and fingers.
Occasionally walks and stands.
Rarely bends and stoops.
Occasionally reaches up/down with arms.
Occasionally lifts and/or moves up to 5 lbs.

Nice To Haves

Experience providing customer service to international customers, highly preferred.
Optical background preferred
American Board of Opticianry (ABO) certification preferred but not required

Responsibilities

Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
Proactively informs leadership of any issues or challenges foreseen.
Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
Create and maintain customer accounts.
Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
Meets individual metric standards such as monthly goals, available/ready phone time, inbound talk time, and service levels.
Engage customers through outreach to ensure product satisfaction.
Resolves technical issues over the phone or via video conference and prepares Return Merchandise Authorizations (RMA) as needed.
Leverage optical knowledge to resolve complex technical issues presented by customers, sales reps and internal peers.
Analyze and troubleshoot provided data used to manufacture products, including but not limited to prescription and measurement data.
Recommend specific products to proactively close phone sales.
Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
Complete annual compliance trainings via computer.
Attends required department trainings or events on and offsite when needed.
Follows company policies and procedures including quality and safety.