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
About the company
