Remote Lab Customer Support Specialist I

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 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.