Customer Service Agent

PRIMARY RESPONSIBILITIES:

• Responds, investigates, and resolves any inbound customer requests and inquiries
• Uses several systems for status updates on all network orders
• Provides technical assistance and support for incoming queries and issues
• Recommends appropriate product
• Place outbound calls to accounts to resolve items on unclean orders
• Manages difficult customer situations in a calm and professional manner
• Proactively contacts customers to follow up on customer requests
• Manually enter orders into the system
• Applies discounts and credits on warranty claims
• Provides pricing on individual and multiple orders
• Notifies customers on any deviations from delivery or further commitments ahead of time
• Builds customer interest in new products (lenses, coatings) and services
• Provides information, and modifications to insurance claim order
• Assists with product conversions
• Provides assistance to sales, marketing, and finance
• Assist internal stakeholders with inquiries related to accounts, products, services, and status of orders
• Documents contacts, actions, and responses in the provided tools
• Actively gathers feedback and drives continuous improvement of services and processes

QUALIFICATION REQUIREMENTS:

• High school diploma or equivalent
• Strong customer focus and customer service attitude
• Strong verbal and written communication skills
• Excellent interpersonal skills for professional interactions with customers and stakeholders from other VIS departments.
• Strong ability to work in a fast-paced environment and under certain time pressure, high flexibility and adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and/or escalate to the appropriate management level
• Strong problem solving, teamwork, and time management skills
• 3 to 5 years of either technical customer service experience and/or optical experience
• Willingness and ability to catch up on customer service and/or optical skills & knowledge (depending on individual background and experience)
• Solid computer and Microsoft Office skills, in particular, Excel and Word