Customer Experience Specialist I – Multichannel Support

CooperVision; Town of Victor (NY); On-site; USD 28,929 - 30,307; Full time

Job summary

CooperVision, a unit of CooperCompanies, is seeking a Customer Service Representative in Victor, NY to handle inquiries across phone, email, chat and fax, entering orders and updating account information.

You will collaborate with Sales, IT, Manufacturing and Distribution, maintain product knowledge, and strive to meet departmental goals while delivering first-contact resolution and exceptional service.

Qualifications

• Minimum of two years of customer service experience, preferably in a call center.
• High school diploma or equivalent; college degree preferred.
• Bilingualism preferred for US and required for Canada.
• Must live within 50 miles of Victor, NY office.

Responsibilities

• Provides First Contact Resolution for all channels whenever possible.
• Adheres to Quality Assurance guidelines to enhance customer experience.
• Meets department productivity and quality standards for applicable tasks.
• Uses ERP/order entry systems to enter sales orders accurately.
• Collaborates with Sales, IT, Manufacturing and Distribution across channels.
• Maintains knowledge of products, pricing, and company policies.
• Responds to inquiries in a timely and accurate manner.

Skills

Communication skills

Active listening

Keyboard proficiency

Multitasking

Customer focus

Education

High school diploma or equivalent

College degree preferred

Tools

Salesforce.com

ERP systems

Job description

CooperVision, a unit of CooperCompanies, is seeking a Customer Service Representative in Victor, NY to handle inquiries across phone, email, chat and fax, entering orders and updating account information.

You will collaborate with Sales, IT, Manufacturing and Distribution, maintain product knowledge, and strive to meet departmental goals while delivering first-contact resolution and exceptional service.