CooperVision, a division of CooperCompanies (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com
JOB SUMMARY
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. Supports team concepts and the goals and objectives of the Department. Shift is Monday - Friday, 10:30am - 7:00pm - no weekends!
ESSENTIAL FUNCTIONS
Works to 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.
Possesses and effectively utilizes knowledge of current policies and procedures within Customer Service.
Works with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
Assists customer with questions and issues. Identifies customer problems and uses proper techniques in decision making to resolve.
Identifies service errors and report/resolve appropriately.
Up-sells products and services for promotions/discontinuations or contests, as required. Educates customer about other products and services we offer.
Maintains 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; completes as assigned.
Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
Supports CVI and Department objectives.
As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.
Other duties or projects as assigned as assigned
POSITION QUALIFICATIONS
KNOWLEDGE, SKILLS AND ABILITIES
Excellent communication (both verbal and written) and active listening skills
Excellent keyboard skills, fast and accurate
Intermediate skill level in the use of Excel, Word, Outlook and PowerPoint. Advanced preferred
Attention to detail and problem resolution skills
Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying patience, empathy, professionalism, accountability and friendliness
Knowledge of and experience with Salesforce.com preferred
Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask
Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications
Strong business acumen and ability to learn new programs, products and processes when implemented
Ability to understand, apply and explain company policies and procedures
Ability to project a positive attitude
Bilingual helpful but not required
WORK ENVIRONMENT
Professional office environment in line with corporate office standards
Prolonged sitting in front of a computer
Adheres to Standard Operating Procedures and Regulatory requirements
Hybrid work schedule
EDUCATION
High school diploma or equivalent required
EXPERIENCE
Minimum of two (2) years Customer Service experience required, in a call center environment preferred. Medical device field experience a plus.
