Communication Specialist

Summary

The Communication Specialist reflects the voice of the brands we represent and serves the Speed Commerce mission and core values by assisting inbound customers, placing orders and providing answers to inquiries about products, services, procedures and policies. Communication Specialist is responsible for building long term customer relationships, troubleshoots and resolves prescription issues according to established policy and procedure; answers inbound calls as needed; processes various documents and service tickets (cases and tasks), as well as enhancing sales opportunities through promotional programs, customer education, advocacy and support. Flexibility during all operational hours, including nights and weekends, is required.

Job Overview

We are seeking a highly motivated and organized individual to join our dynamic call center team as a Communication Specialist. The ideal candidate will have excellent customer service skills and the ability to multitask efficiently while processing prescription orders for contact lenses. The position requires an individual who is comfortable working in a fast-paced environment and has experience with handling customer inquiries via chat, phone and email.

Key Responsibilities

• Process prescriptions for contact lenses and eyeglasses accurately and in a timely manner.
• Respond to customer inquiries via chat, phone and email, providing information on order status, product availability and general customer service inquiries.
• Places orders, and answers inquiries regarding availability, timelines, pricing, promotions, returns, and exchanges.
• Ensure customer satisfaction by providing timely, professional and accurate customer service.
• Collaborate with other departments and team members to resolve customer complaints and issues.
• Monitor and follow up on customer inquiries to ensure timely resolution.
• Keep accurate and up-to-date records of customer interactions and transactions.
• Meet performance metrics and targets set by the company.
  
  

Qualifications And Skills

• High school diploma or equivalent
• Excellent communication and interpersonal skills with a strong customer-focused mindset.
• Ability to multitask efficiently and prioritize tasks effectively.
• Proficient in using computer systems, including Microsoft Office and call center software.
• Ability to work in a fast-paced environment and maintain a positive and professional demeanor.
• Educates customers with accurate information regarding product and service features and benefits, policies, procedures and order item status.
• Acts as the voice of the customer recording and surfacing comments, complaints, ideas and suggestions which may lead to increasingly superior results.
• Increases sales conversion by saving the sale, offering up-sells, cross-sells, add-on-or through other sales enhancement programs.
• Meets productivity goals and call quality assurance standards on a monthly basis through adherence to the QA scorecard, Call Guide and partner mandatory scripting.
• Meets adherence standards produced by workforce management.
• Perform other duties as assigned.
• Strong problem-solving skills and the ability to quickly identify and resolve customer issues.
• Ability to work flexible hours, including weekends and evenings.
• Utilizes the defined style, tone and unique brand voice and persona as reflected in all forms of written communication.
• Utilizes Partner templates and standard responses wherever applicable; suggests changes or updates when necessary.
• Utilizes best-in-class consumer communications practices as prescribed by the Written Communications Supervisor.
• Utilizes employee training materials, standard operating procedures, charts and any other supplemental resources and documentation necessary to serve the customer comprehensively and with accuracy.
• Remains flexible to changing communication type per volume and labor requirements.
• Verify prescriptions through email, fax, and uploads.
• Make outbound phone calls to doctor’s offices to verify prescriptions over the phone and gather additional info necessary to fulfill order.
  
  

Salary And Benefits

This is a full-time position with a competitive salary, health insurance, and a comprehensive benefits package. The company also offers opportunities for growth and advancement within the organization.

If you are a motivated individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter highlighting your qualifications and experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle, or feel and talk or hear. The employee is occasionally required to reach with hands and arms; stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.