Labs Customer Service Representative Tier II - 1st Shift
Labs Customer Service Representative Tier II - 1st Shift
Posted on :
17-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
17-05-2025
Job Description
Labs Customer Service Representative Tier II 1st Shift
JOB RESPONSIBILITIES
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.
- Serve as the first point of contact for customers (phone email or inperson) 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 tocome orders.
- Provides shipping tracking support and resolution. (Familiar with USPS FedEx and UPS shipment applications.)
- Indepth knowledge of all products relative to customers 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
Supervisory Responsibilities: None
QUALIFICATIONS:
Required Qualifications and Skills
- 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 windowsbased environment with the ability to use search tools browsers and email 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 FrameToCome 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 multitask and utilize multiple systems while performing on the job
Desired Qualifications
- In addition to 4 years of customer service experience preferred 2years of optical experience.
- High end optical experience such as customized/ boutique eyewear.
PHYSICAL DEMANDS:
While performing the duties of this job the employee is frequently required to sit stand walk bend and use hands to finger handle or feel objects tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided if requested). Specific vision peripheral vision depth perception and the ability to adjust focus is required.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climatecontrolled office environment and the noise is usually moderate.
For US Candidates
The anticipated base pay range for this position is $18.50.
Employee pay is determined by multiple factors including geography experience qualifications skills and local minimum wage requirements. In addition you may also be offered a competitive bonus and/or commission plan.
Fulltime employeesand/or their eligible dependents may be eligible to participate in the following Companysponsored employee benefit programs: medical dental vision life insurance group life insurance voluntary supplemental life insurance supplemental health benefits (critical illness hospital accident) short and longterm disability paid family leave (applicable states) 401k tuition reimbursement and eyewear discounts.
Parttime employees do not receive benefits.
US fulltime employees are eligible for the following timeoff benefits:
and/or Sick time
pay
PTO
Upon request and consistent with applicable laws ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation (please provide your name and contact information so that we may follow up in a timely manner) email
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin or protected veteran status and will not be discriminated against on the basis of disability.
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
The anticipated base pay range for this position is $18.50.
Employee pay is determined by multiple factors including geography experience qualifications skills and local minimum wage requirements. In addition you may also be offered a competitive bonus and/or commission plan.
Fulltime employeesand/or their eligible dependents may be eligible to participate in the following Companysponsored employee benefit programs: medical dental vision life insurance group life insurance voluntary supplemental life insurance supplemental health benefits (critical illness hospital accident) short and longterm disability paid family leave (applicable states) 401k tuition reimbursement and eyewear discounts.
Parttime employees do not receive benefits.
US fulltime employees are eligible for the following timeoff benefits:
and/or Sick time
pay
PTO
Upon request and consistent with applicable laws ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation (please provide your name and contact information so that we may follow up in a timely manner) email
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin or protected veteran status and will not be discriminated against on the basis of disability.
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
ABB031
Required Experience:
Unclear Seniority
Employment Type
Part-Time
Key Skills
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