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About the Role

The Lab Tier I Customer Service Representative provides total support to Lab customers, interacting with them in relation to the manufacturing environment of the Lab.

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.

Requirements

High school diploma or equivalent.
Optical experience required (lab or retail).
PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features.
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.

Skills

Customer Service
Communication
Problem Resolution
Multi-tasking
MS Office Suite
Order Entry
Shipping and Tracking Support
Adaptability

Location

Remote

Work Type

Full-time
Part-time

Experience Level

Tier I
2+ years of customer service experience

Education Level

High school diploma or equivalent

Salary/Compensations

$18.00 - $20.00 per hour

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

About the Company

ABB Optical is an Affirmative Action and Equal Opportunity Employer.

Equal Opportunity

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.