Customer Service Advocate

Customer Service Advocate

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry / position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.

Major duties and responsibilities include managing customer requests via Salesforce cases to successful outcome, managing workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner, providing quality customer service by answering customer calls, responding to customer questions / concerns, handling technical questions / concerns, and conducting outbound calls. Additionally, the role involves prioritizing and problem solving complex customer issues and concerns, conducting professional communication with customers, occasional modification of jobs to customer specifications, acting as a liaison between the lab, customer service, and internal-company laboratories, performing other duties within the customer service department or other areas as assigned, maintaining a clean and organized work environment, and observing all company policies, rules, and safety practices.

Basic qualifications required include a high school education or equivalent, 4+ years previous related optical experience and / or training, data entry knowledge, lab process flow knowledge, telephone / email etiquette, active listening, familiarity with electronic communication methods such as email, instant messaging, and chat services, basic ability to add and subtract, understanding decimal numerical sequencing, ability to read, write, and comprehend simple instructions, short correspondence, and memos, ability to communicate effectively in a team environment, ability to use professional language / conduct when communicating externally to customers, keyboarding skills with the ability to do 10 key, and basic computer hardware knowledge.

Preferred qualifications include ABO (American Board of Opticianry) certification, Microsoft Office programs required (Excel, Word, etc.), Gmail and Google Suite of web-based applications, Eclipse Order Entry experience, Optifacts experience, and Salesforce.com experience.