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About the Role
The Customer Service Administrator provides high-level service and support to QVI customers, channel partners, and internal teams in a fast-paced environment. This role manages customer inquiries, service ticket requests, order entry, parts and service quotes, incoming phone calls, escalations and de-escalations, and supports the Inside Service team. The position requires strong attention to detail, organization, communication, problem-solving, and multi-tasking skills, with the ability to refocus quickly after interruptions and maintain quality and a positive attitude.
Responsibilities
- Answer phones to provide customer service; initiate callback escalations, on behalf of channel partners, customers, and field techs; dispatch calls as necessary.
- Direct all service inquiries to our Service Request Web Form to create a ticket and assist customers with the process where applicable.
- Enter and expedite parts orders, incidents, service orders, verbal or written quotations and RMA’s that come in via the ticket system.
- Dispatch tickets to the appropriate queue or team member and monitor as needed for proper follow-up.
- Work as a team member in a fast-paced support environment including frequent interface with customers, channel partners, subsidiaries, accounting, management, sales, marketing, engineering, quality, shipping, and manufacturing.
- Identify recurring customer issues or process gaps and communicate opportunities for improvement to management.
- Manage difficult customer relations with understanding and compassion, assuring the customer needs are heard and understood, reassuring our commitment to prompt service.
- Facilitate cross training as needed to assure department-wide backup strategy is kept up to date.
- Document operating processes as required to be used in training of new personnel.
- Learn and professionally apply international standards and QVI protocol for shipping, packaging and customs declarations supporting sales and delivery of parts to international partners.
- Monitor and follow up on open customer inquiries, service requests, orders, and issues to ensure timely resolution and communication.
- Troubleshoot customer and service-related issues within the scope of the position and escalate to the appropriate department or resource when necessary.
Requirements
- Previous customer service, order management, or administrative experience required.
- Ability to work effectively in a fast-paced, deadline-driven environment while managing multiple priorities.
- Strong verbal and written communication skills with the ability to communicate professionally with customers, channel partners, and internal teams.
- Strong problem-solving and troubleshooting skills with the ability to appropriately escalate issues when necessary.
- Detail-oriented and process-driven, with a strong focus on accuracy, quality, and timely follow-up.
- Proficient in Microsoft Office 365 and able to learn and effectively use company-specific software and systems.
- Strong organizational and time-management skills with the ability to prioritize and manage competing demands.
- Ability to adapt to changing priorities, delays, and unexpected situations while maintaining a professional and positive attitude.
- Ability to work collaboratively with multiple departments and contribute to process improvements and cross-training initiatives.
- Ability to learn and professionally apply QVI procedures and international standards related to shipping, packaging, and customs requirements for international orders.
- Ability to sit for extended periods of time (8-hour shift) in an office setting, utilizing standard office equipment (computer, keyboard, mouse, phone, etc.).
- Ability to occasionally move about and navigate through the workplace.
- Ability to occasionally lift and carry objects of 15-20 pounds.
Skills
- Attention to detail
- Organization
- Communication
- Problem-solving
- Multi-tasking
- Microsoft Office 365 proficiency
- Company-specific software and systems proficiency
- Time-management
- Adaptability
- Collaboration
Location
- Rochester, NY
Work Type
- On-Site
- Full-time
Experience Level
- Based on experience
Education Level
- Associate’s degree in Business Administration, Accounting, or a related field preferred; equivalent work experience may be considered.
Salary/Compensations
- $19.00-$24.00 per hour
Benefits
- 10 paid holidays each year
- Over 3 weeks of PTO (vacation/sick/personal) to start, with additional time after 5 and 10 years
- Health coverage where QVI pays 97–100% of premiums on our most affordable HDHP – free single coverage for employees!
- Employer-paid Short-Term & Long-Term Disability Insurance
- Employer-paid Life Insurance
- QVI 401k Retire Savings Plan: Up to 5% gross wages
- Tuition Reimbursement: up to $7,000 annually
- College Scholarship Programs for employee dependents
- Annual discretionary bonuses (for non-commission roles)
- $1,500 Employee Referral Bonus
- Employee Assistance Program (EAP) & Wellness perks: on-site nurse, biometric screenings, chronic condition support, and cash incentives for healthy living programs and challenges
- Free on-site electric vehicle charging stations and cash reimbursement toward the purchase of qualified EVs
About the Company
- Quality Vision International Inc. is a company dedicated to providing opportunities for professional growth and development.
Equal Opportunity
- Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.