Customer Service Representative - Seattle, Washington

Job Description

Assist customers via telephone and email by answering order status questions, resolving problems and/or issues relating to job orders, tracking jobs, and finding information for Rx’s in process. This role can be a building block for your strong Customer Service background from any fast paced, Customer Service industry. We will ensure you gain the required optical knowledge to be a successful member of our team, through our training, mentoring and leadership support. If you want to join a team of Visionaries, making a difference in the world, one Customer at a time, please consider this unique role.

Responsibilities

• Answer incoming calls from Opticians, Drs and Eye Care Professional workers as well as Sales and Services professionals from our own HOYA Team.
• Receive new orders, input Rx order correctly into our DVI ordering system.
• Address and resolve requests and issues related to lab, lenses, services, pricing, product and make recommendations based on knowledge gained through your training experience and the expertise of others in your role, through leveraging live Chat, trainer and manager support.
• Leverage our teams to solution and redirect complaints concerning billing and services rendered.
• Research and refer complaints of service failures as required, to designated department Managers for investigation and resolution.
• Locate an order’s current or past position in the lab by checking in computer system.
• Tag trays when necessary for expediting, leveraging our expediate process.
• Provide estimated order completion times, monitor own “promise jobs,” and notify customers of updates, changes or potential delays.
• Detail interactions and conversations in account notes in our DVI ordering system, providing the foundation for the best Customer experience, when following up or hearing back from Opticians, Drs., Eye Care professional team members or our own HOYA Sales and Service team Members.
• Dedicates time to learning about our products, through continuous training, leveraging team members and sales information to communicate best solutions including availability of products and services..
  
  

Experience

QUALIFICATIONS

• High School Diploma
• 2 years of telephone customer service experience a plus
• Optical experience recommended
• Insurance billing and reconciliation recommended (VSP, VBA, VCP, Superior, and Eye-Med)
  
  

Knowledge, Skills, And Abilities

• Knowledge and understanding of the Optical industry recommended.
• Ability to represent the company in a professional manner
• Able and willing to work as a team.
• Good communication skills, problem solving, and follow through.
• Ability to do simple/basic math
• Must be able to work overtime when needed
• Able to read and write English
• Able to memorize large amounts of data accurately
• Must possess basic computer knowledge and be able to use it effectively.