Optical Lab Customer Service Representative Tier II

ABB Optical Group

Job Location:

Auburn Hills, MI - USA

Monthly Salary: Not Disclosed

Posted on: 15 days ago

Vacancies: 1 Vacancy

Job Summary

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 in-person) 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- to-come orders.
Provides shipping tracking support and resolution. (Familiar with USPS FedEx and UPS shipment applications.)
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.

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 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

In addition to 4 years of customer service experience preferred 2-years 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.

For U.S. Candidates

Compensation Range
The anticipated base salary range for this position is $20.00 Hourly. This represents the good-faith estimate of the compensation range at the time of posting.

Actual pay will be based on job-related factors which may include:

Geographic location
Relevant experience
Education and qualifications
Job-related skills
Internal equity considerations
Applicable minimum wage laws

This position may also be eligible for a bonus and/or commission plan subject to the terms of the applicable plan.

Benefits

Depending on eligibility and position employees and/or eligible dependents may participate in Company-sponsored benefit programs which may include:

Medical dental and vision insurance
Life and group life insurance
Voluntary supplemental life insurance
Supplemental health benefits (critical illness hospital accident)
Short- and long-term disability
Paid family leave (where applicable by state law)
401(k) plan
Tuition reimbursement
Eyewear discounts

Time-Off Benefits

Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):

Paid vacation and/or sick time
Paid holidays
Birthday PTO

(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)

Accessibility and Accommodations

Upon request and consistent with applicable law ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation please email and include your name and contact information so we can follow up promptly.

Equal Opportunity Employer

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 protected veteran status or disability.

International Candidates

The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market.

ABB031

Required Experience:

Unclear Seniority

JOB RESPONSIBILITIESReporting 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...