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CooperCompanies · 1 day ago

Customer Service Specialist

209 High Point Drive, Victor, NY, 14564, US

Full-time

Onsite

Mid Level

$19.30/hr - $22.58/hr

3+ years exp

CooperVision, a division of CooperCompanies, is a leading manufacturer of soft contact lenses. The Customer Service Specialist is responsible for providing quality customer experience through various channels, assisting customers with inquiries, order processing, and ensuring customer satisfaction.

Medical Device

Responsibilities

Processes contact lens orders accurately and efficiently from multiple channels

Works to provide First Contact Resolution whenever possible for all communication channels as applicable

Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand

Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions

Possesses and effectively utilizes knowledge of current policies and procedures within Customer Service

Works with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information

Assists customers and sales reps. with questions and issues. Identifies customer problems and uses proper techniques and tools in decision making to resolve

Identifies service errors and report/resolve appropriately

Educates customers about other products and services we offer

Maintains knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer

Ability to learn and take on additional responsibilities and other projects; completes as assigned

Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork

Supports CVI and Department objectives

Supportive to work extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime from time to time as needed

Qualification

Customer Service ExperienceBilingual FrenchBilingual EnglishSalesforce.comMicrosoft ExcelProblem ResolutionMultitaskingProfessionalismAttention to DetailCommunication Skills

Required

Excellent communication [both verbal and written] and active listening skills in both French and English

Excellent computer skills, able to type at least 40 wpm accurately

Intermediate skill level in the use of Excel, Word, Outlook and PowerPoint

Attention to detail and problem resolution skills

Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying patience, empathy, professionalism, accountability and friendliness

Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask

Ability to read and understand technical material such as Standard Operating Procedures (SOP's), Product Parameters and Specifications

Strong business acumen and ability to learn new programs, products and processes when implemented

Ability to understand, apply and explain company policies and procedures

Ability to project a positive attitude

Minimum of three (3) years Customer Service experience in a call center environment required

High school diploma or equivalent required

Preferred

Advanced skill level in the use of Excel, Word, Outlook and PowerPoint

Knowledge of and experience with Salesforce.com preferred

B2B experience preferred

College degree preferred

Company

CooperCompanies

CooperCompanies (Nasdaq: COO) is a leading global medical device company focused on helping people experience life’s beautiful moments through its two business units, CooperVision and CooperSurgical.

Founded in 1958

San Ramon, California, US

10001+ employees