ABB Labs Remote Customer Service Representative Tier I(Monday to Friday 10am 7pm)
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Job Location:
Hawthorne, NV - USA
Monthly Salary:
Not Disclosed
Posted on:
23-10-2025
Vacancies:
1 Vacancy
Job Summary
ABB Labs Customer Service Representative Tier I
JOB RESPONSIBILITIES
Reporting directly to the Customer Service Supervisor the Lab Tier I Customer Service Representative provides total support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.
Essential Responsibilities includes the following. Other duties and special projects may be assigned.
Enter orders redos and support order inquiries in the order entry system (Absolution system).
- Partners with the customer to review and verify patient order history.
- Enter orders redos and support order inquiries in the order entry system (Absolution system).
- Communicate with sales and lab representatives where applicable to meet the needs of the customer.
- Listen to and resolve customers concerns about products and services. Provides total customer care for key and strategic accounts
- Achieve a first call resolution to all customer concerns and inquiries
- Provides moderate problem resolution
- Makes outbound calls for delayed jobs and open frame- to-come orders
- Provides shipping tracking support and resolution
- Answer inbound calls in a call center environment with the goal of customer satisfaction customer retention and increasing business
- In-depth 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
- 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
Supervisory Responsibilities: None
QUALIFICATIONS:
Required Qualifications and Skills
- High school diploma or equivalent
- Optical experience required (lab or retail)
- Requires PC proficiency in a windows-based environment with the ability to use search tools browsers and e-mail 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 Frame-To-Come 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 multi-task and utilize multiple systems while performing on the job
Desired Qualifications
- 2 years of customer service experience
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 climate-controlled office environment and the noise is usually moderate.
For US Candidates
The anticipated base pay range for this position is $18.00/hour
Employee pay is determined by multiple factors including geography experience qualifications skills and local minimum wage addition you may also be offered a competitive bonus and/or commission plan.
Full-time employeesand/or their eligible dependents may be eligible to participate in the following Company-sponsored employee benefit programs: medical dental vision life insurance group life insurance voluntary supplemental life insurance supplemental health benefits (critical illness hospital accident) short- and long-term disability paid family leave (applicable states) 401k tuition reimbursement and eyewear discounts.
Part-time employees do not receive benefits.
US full-time employees are eligible for the following time-off 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.
Full-time employeesand/or their eligible dependents may be eligible to participate in the following Company-sponsored employee benefit programs: medical dental vision life insurance group life insurance voluntary supplemental life insurance supplemental health benefits (critical illness hospital accident) short- and long-term disability paid family leave (applicable states) 401k tuition reimbursement and eyewear discounts.
Part-time employees do not receive benefits.
US full-time employees are eligible for the following time-off 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
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
ABB Optical Group is America’s leading authorized distributor of all major soft contact lens manufacturers. In addition to having the broadest portfolio of optical products in the industry, we are also the foremost manufacturer of custom soft and gas permeable contact lenses. We are d ... View more
