ABB OPTICAL GROUP · 1 day ago
Lab Customer Service Representative I (Monday-Friday 10am-7pm EST)
United States
Full-time
Onsite
New Grad, Entry Level
$16/hr - $18/hrABB Optical Group is seeking a Lab Customer Service Representative I to provide total support to Lab customers. This role involves interacting with customers regarding their orders, resolving concerns, and ensuring a high level of customer satisfaction.
Health CareManufacturingMedical Device
Responsibilities
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
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 escalate 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
Qualification
Required
High school diploma or equivalent
Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
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
Benefits
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
Eyewear discounts
Vacation and/or Sick time
Holiday pay
Birthday PTO
Company
ABB OPTICAL GROUP
The nation's leading distributor of optical products to Eye Care Professionals.
Founded in 1989
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Burke
Co-Chairman
Recent News
Company data provided by crunchbase