Labs Customer Service Representative Tier II - 1st Shift

ABB Optical Group; Auburn Hills (MI); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading company in the optical field is seeking a Lab Tier II Customer Service Representative to provide exceptional support to Lab customers. The role involves handling inquiries, resolving issues, and ensuring a positive customer experience. Candidates should possess strong communication skills and a background in customer service, particularly in the optical industry. This full-time position offers competitive pay and various employee benefits.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Tuition Reimbursement

Qualifications

• 1 year of optical customer service experience required.
• Excellent written and oral communication skills.

Responsibilities

• Serve as the first point of contact for customers.
• Achieve a first call resolution to all customer concerns.
• Provide individualized customer service with high quality.

Skills

Communication

Problem Resolution

Customer Service

Empathy

Education

High school diploma or equivalent

Tools

MS Office

Job description

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 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 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 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.

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 $18.50.
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.

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:
1.Vacation and/or Sick time
2.Holiday pay
3.Birthday 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 [e-mail]

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.