Service & Support Specialist I Bilingual
CooperCompanies•Town of Victor, NY
•$20 - $23•Hybrid
About The Position
The Service & Support Specialist I Bilingual is the first point of contact for customers, sales representatives, and internal partners, delivering exceptional service across phone, email, and chat channels. This role resolves inquiries, processes orders, provides product and account support, and creates positive customer experiences that strengthen customer loyalty and support the CooperVision brand.
Requirements
- High school diploma or equivalent.
- Minimum of 2 years of customer service experience; call center experience preferred.
- Strong verbal and written communication skills with active listening abilities.
- Bilingual in English and Spanish, with the ability to communicate effectively with customers in both languages, verbally and in writing.
- Excellent problem-solving, organizational, and multitasking skills.
- Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Ability to learn and navigate multiple software systems and technologies.
- Ability to thrive in a fast-paced, customer-focused environment.
- Must be authorized to work in the United States on a permanent and ongoing basis without the need for future sponsorship.
Nice To Haves
- Experience with Salesforce and/or ERP order management systems.
- Knowledge of the eye care, healthcare, or medical device industry.
- Associate's or Bachelor's degree.
Responsibilities
- Deliver timely, accurate, and professional customer support across multiple communication channels.
- Resolve customer inquiries and issues using a first-contact resolution approach whenever possible.
- Process orders and maintain accurate customer information within ERP and customer management systems.
- Provide support on products, pricing, promotions, account updates, and order status.
- Meet established productivity, quality, and customer experience goals.
- Collaborate with cross-functional teams to identify solutions and ensure customer needs are met.
- Maintain knowledge of products, services, policies, and procedures to effectively support customers.
- Demonstrate professionalism, accountability, teamwork, and a customer-first mindset.
- Support evolving business priorities by taking on additional responsibilities and projects as needed.
Benefits
- Pay between $20 and $23 per hour
- Cost of living adjustments
- Eligible for other types of compensation and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
