ABB Labs Remote Customer Service Representative Tier I(Monday to Friday 10am - 7pm)

ABB OPTICAL GROUP; New York (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

ABB Optical Group in the United States is seeking a remote Lab Tier I Customer Service Representative to support lab customers and interact with sales and lab teams. The role emphasizes handling orders, inquiries, and exceptions in a fast-paced environment.

You will resolve product and service concerns, review order history, and provide timely shipping and tracking updates while maintaining high customer satisfaction and retention metrics.

Qualifications

• High school diploma or equivalent.
• Optical experience required (lab or retail).
• Requires PC proficiency in a Windows-based environment.

Responsibilities

• Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).
• Review and verify patient order history with the customer.
• Communicate with sales and lab representatives to meet customer needs.
• Resolve customer concerns about products and services with total care.
• Achieve a first call resolution for customer concerns and inquiries.
• Provide shipping, tracking support and resolution.
• Answer inbound calls in a call center environment with the goal of satisfaction and retention.
• Exhibit effective communication and empower decisions for the customer.

Skills

Optical experience

Windows PC proficiency

Customer service mindset

Education

High school diploma or equivalent

Job description

ABB Labs Remote 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.

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, redo’s and support order inquiries in the order entry system (Absolution system).

• Partners with the customer to review and verify patient order history.
• Enter orders, redo’s 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 customer’s 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 customer's 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 escalation 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