What are the responsibilities and job description for the Customer Service Specialist - Gilbert AZ position at CooperCompanies?
Job Description
Why Work With Us
As a Great Place to Work, our environment recognizes each employee as a vital member of the team. Integrity and respect are fundamental to our working relationships. We are friendly, inventive, and dedicated. We don't quit until the job is done right! Our lenses don't just change vision, they change lives. Join a team that is passionate about improving other's visual health and quality of life.
JOB SUMMARY
This is a Customer Service Specialist role and is responsible for providing optimal quality customer experience for all communication channels (phone, fax, email, webchat, and correspondence) from internal and external customers; including but not limited to, assisting customer with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information and any internal follow up to exceed customer needs and expectations. In this role, you will support team concepts and the goals and objectives of the Customer Service department.
ESSENTIAL FUNCTIONS
- Handling inbound calls from customers calling from doctor's office regarding their accounts or orders
- 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
- Possess and effectively utilize knowledge of current policies and procedures within Customer Service
- Work with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers
- Update / utilize applications / systems as necessary to reflect / retrieve accurate information
- Assist customer with questions and issues - Identify customer problems and use proper techniques in decision making to resolve
- Identify service errors and report / resolve appropriately
- Up-sells products and services for promotions / discontinuations or contests, as required
- Maintain 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; complete as assigned
- Demonstrate and exemplify professionalism in performance and attitude; including accountability, initiative and teamwork
- As business needs dictate, works extended hours to complete daily department goals or tasks to include overtime
QUALIFICATIONS
Knowledge, Skills and Abilities :
Work Environment :
EDUCATION
Affirmative Action / Equal Opportunity Employer. Minority / Female / Disability / Veteran
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