Hybrid Customer Service Specialist

at CooperCompanies

• Job title: Customer Service Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: SFDC
• Location requirements: Hybrid, Gilbert, United States

About the role

• Customer Service Specialist providing quality support via phone, email, and chat for CooperVision's contact lens customers. Focus on internal and external customer satisfaction and timely order handling.

Responsibilities

• Responsible for providing a quality customer experience to both internal and external customers. Channels include phone, fax, email, and webchat.
• Duties including but not limited to, assisting customers and sales representatives with inquiries, accurate order processing, order status, pricing inquiries, product information and any internal follow up to exceed customer needs and expectations.
• Supports team concepts as well as the goals and objectives of the department.
• Responsible for internal and external customer satisfaction and timely handling of customer orders and inquiries.
• Displays a positive, professional attitude and behaviors in all interactions and responsibilities.

Requirements

• Excellent communication [both verbal and written] and active listening skills in both French and English.
• Excellent computer skills, able to type at least 40 wpm accurately.
• 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.

Benefits

• Professional office environment in line with corporate office standards
• Remote work is allowed but you must reside within a reasonable commuting distance to the Victor, NY office for occasional in-person business needs (meetings, or other on-site visits)