Customer Service Representative

Key Responsibilities

• Act as a representative of the company to provide top quality service to customers.
• Handle inbound and outbound calls, chats, and emails.
• Utilize technology systems.
• Troubleshoot problem jobs.
• Generate reports.
• Follow through on customer inquiries.
• Retain and acquire industry/position required knowledge.
• Answer customer calls and/or emails and chat, prioritizing and responding to customer questions/concerns.
• Enter orders and/or rework orders.
• Answer optical related technical questions.
• Cross-train in various areas within the Customer Service group, including inbound and outbound calls, proactive notifications, and knowledge of Salesforce, Opti facts, or various lab management systems.
• Prioritize and solve complex customer issues and concerns by troubleshooting and analyzing.

Physical Demands

• Regularly sit for the duration of shift.
• Occasionally required to walk, stand, stoop, climb, or balance.
• Coordinated use of hands and fingers to grasp, feel objects, transfer small items from one hand to another, fine manipulation, and bilateral reach with arms.
• Use of close vision, color vision, depth perception and ability to adjust focus.