Customer Service Specialist - Gilbert, United States - The Cooper Companies

The Cooper Companies
The Cooper Companies
Verified Company
Gilbert, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
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

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
  • 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
  • Upsells 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:

  • Background in order entry/order management using an ERP system is a plus
  • Familiarity with MS Dynamics ERP or similar system is a plus
  • Knowledge of the eyecare industry is a plus
  • 1+ year background in telephone customer service or equivalent strongly preferred
  • 1+ year experience in a goaldriven and customerfocused environment strongly preferred
  • Proficient computer keyboarding skills, including proficiency with Microsoft Office suite (Word, Excel, Outlook, Teams) and comfort with webbased video conferencing (Teams, Webex, etc.)
  • Strong attention to detail
  • Exceptional written and verbal communication skills
  • Demonstrated analytical and problemsolving ability
  • Excellent telephone presence and a high degree of professionalism
  • Effective organization, planning, and time management skills
  • Strong ability to multitask
  • Ability to thrive in a fastpaced environment
  • Highly adaptable to change, with a tolerance for stress
  • Ability to work independently under limited supervision, as well as strong interpersonal collaboration skills
  • Ability to learn independently, and to expand knowledge of new products, processes, procedures, and tools
  • Fluency in written and spoken English
  • Fluency in written and spoken Spanish or French a plus (may be required based on company need)

Work Environment:

  • This is a fulltime onsite role. Hybrid remote scheduling may be available based on business needs and ability to maintain appropriate homeoffice environment.
  • Prolonged periods of sitting at a desk and working on a computer, with break and lunch periods scheduled to ensure consistent department availability to customer needs.
  • Occasional need to lift up to 15 pounds.

EDUCATION

  • High school diploma or equivalent required College degree preferred
  • Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran _
**_#LI-AK1_
More jobs from The Cooper Companies
See all jobs of The Cooper Companies