Customer Service Agent

<b>PRIMARY RESPONSIBILITIES:</b><br /><ul><li>Responds, investigates, and resolves any inbound customer requests and inquiries</li><li>Uses several systems for status updates on all network orders</li><li>Provides technical assistance and support for incoming queries and issues</li><li>Recommends appropriate product</li><li>Place outbound calls to accounts to resolve items on unclean orders</li><li>Manages difficult customer situations in a calm and professional manner</li><li>Proactively contacts customers to follow up on customer requests</li><li>Manually enter orders into the system</li><li>Applies discounts and credits on warranty claims</li><li>Provides pricing on individual and multiple orders</li><li>Notifies customers on any deviations from delivery or further commitments ahead of time</li><li>Builds customer interest in new products (lenses, coatings) and services</li><li>Provides information, and modifications to insurance claim order</li><li>Assists with product conversions</li><li>Provides assistance to sales, marketing, and finance</li><li>Assist internal stakeholders with inquiries related to accounts, products, services, and status of orders</li><li>Documents contacts, actions, and responses in the provided tools</li><li>Actively gathers feedback and drives continuous improvement of services and processes</li></ul><p><b>QUALIFICATION REQUIREMENTS:</b><br /><ul><li>High school diploma or equivalent</li><li>Strong customer focus and customer service attitude</li><li>Strong verbal and written communication skills</li><li>Excellent interpersonal skills for professional interactions with customers and stakeholders from other VIS departments.</li><li>Strong ability to work in a fast-paced environment and under certain time pressure, high flexibility and adaptability to changing priorities, considerable judgment and initiative to resolve any problems, make robust recommendations and/or escalate to the appropriate management level</li><li>Strong problem solving, teamwork, and time management skills</li><li>3 to 5 years of either technical customer service experience and/or optical experience</li><li>Willingness and ability to catch up on customer service and/or optical skills &amp; knowledge (depending on individual background and experience)</li><li>Solid computer and Microsoft Office skills, in particular, Excel and Word</li></ul> <img src="https://ars2.equest.com/? response_id=3c385a8798f07e7624b3e714ea4896ac&view" alt=" " width="1" height="1"/>