Customer Experience Specialist (CES)

Job Description

Job Description

Description :

RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

OVERVIEW :

As a Customer Experience Specialist, you will play a pivotal role in enhancing customer satisfaction and loyalty by managing customer interactions and ensuring a seamless experience across various touchpoints. You will collaborate with multiple departments to resolve issues, process orders, and provide support, all while maintaining the highest standards of service excellence. This role requires a professional demeanor, mutual respect for colleagues and customers, and a positive attitude, fostering a collaborative environment as a team player. Maintaining a constructive approach and willingness to contribute to team goals is essential. Please note that overtime may be required during periods of high volume to ensure all orders and revenue are processed within the business day.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Serve as the primary point of contact for customer inquiries, providing timely and effective resolutions via phone, email, and chat.
• Maintain professional and high-level communication with customers and field teams (Clinical Trainers, Field Support Engineers and Sales), ensuring clarity and understanding of their needs.
• Process sales orders accurately and efficiently. Handle order status inquiries, back orders, providing customers with timely updates.
• Facilitate new customer onboarding processes, ensuring a smooth transition and positive initial experience.
• Lead the logistics process for Light Delivery Device installations, ensuring on time delivery and high level of communication between Commercial Ops groups.
• Educate and train customers on RxSight Access, online ordering via phone, email or virtual meetings.
• Proactively identify and address customer concerns or issues, utilizing available resources and internal tools to find effective solutions.
• Maintain and validate the accuracy of all data entered into systems for new customers, existing accounts, and updates to customer information.
• Proactively identify and resolve discrepancies or errors, collaborating with relevant teams to ensure data integrity across all platforms.
• Collaborate with cross-functional teams daily (Field teams, Finance, Warehouse, etc.)
• Perform other related duties and tasks as assigned to support departmental and company objectives.

Requirements :

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES :

EDUCATION, EXPERIENCE, and TRAINING :

COMPUTER SKILLS :

To perform this job successfully, an individual should have multiple working knowledge of Customer Relationship Management (CRM). MS Office applications are expected to be on the Moderate to Expert level. Experience with PowerBI and Smartsheet systems preferred. Knowledge of QAD ERP System preferred.