Optical Lab Customer Service Representative Tier II

Optical Lab Customer Service Representative Tier II ABB OPTICAL Group - 3.1 Auburn Hills, MI Job Details $20 an hour 1 hour ago Benefits Paid holidays Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Family leave Vision insurance Life insurance Qualifications Optical experience Email customer support Phone communication Shipment tracking for distribution operations Windows Order shipping High school diploma or GED Freight shipment tracking Fax machines Conflict management Desktop applications Productivity software Order issue resolution Faxing Email support Client interaction via phone calls Full Job Description JOB RESPONSIBILITIES Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers. Essential Responsibilities include the following. Other duties and special projects may be assigned. Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary. Partners with the customer review and verify patient order history. Communicate with sales and lab representatives, where applicable, to meet the needs of the customer. Achieve a first call resolution to all customer concerns and inquiries. Provides moderate to high problem resolution. Advise customers of products and services that may best suit them. Makes outbound calls for consult, delayed jobs and open frame- to-come orders. Provides shipping, tracking support and resolution. (Familiar with USPS, FedEx and UPS shipment applications.) 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. Develop and maintain SOPs. 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. Strong empathy and active listening skills to interpret customer needs. Ability to work overtime as business needs dictate Other duties as assigned Supervisory Responsibilities: None QUALIFICATIONS: Required Qualifications and Skills High school diploma or equivalent In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience. 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 Desired Qualifications In addition to 4 years of customer service experience, preferred 2-years of optical experience. High end optical experience, such as customized/ boutique eyewear. PHYSICAL DEMANDS : While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required. For U.S. Candidates Compensation Range The anticipated base salary range for this position is $20.00 Hourly. This represents the good-faith estimate of the compensation range at the time of posting. Actual pay will be based on job-related factors, which may include: Geographic location Relevant experience Education and qualifications Job-related skills Internal equity considerations Applicable minimum wage laws This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan. Benefits Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include: Medical, dental, and vision insurance Life and group life insurance Voluntary supplemental life insurance Supplemental health benefits (critical illness, hospital, accident) Short- and long-term disability Paid family leave (where applicable by state law) 401(k) plan Tuition reimbursement Eyewear discounts Time-Off Benefits Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws): Paid vacation and/or sick time Paid holidays Birthday PTO (Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.) Accessibility and Accommodations Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process. To request an accommodation, please email and include your name and contact information so we can follow up promptly. Equal Opportunity Employer ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability. International Candidates The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market. ABB031