Optical Lab Customer Service Representative Tier Ii, Auburn Hills

Lab Tier II Customer Service Representative
Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers.
This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.
You will handle inquiries, resolve issues, and ensure a positive experience for our customers.
Essential Responsibilities include the following:
Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
Partners with the customer review and verify patient order history.
Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
Achieve a first call resolution to all customer concerns and inquiries.
Provides moderate to high problem resolution.
Advise customers of products and services that may best suit them.
Makes outbound calls for consult, delayed jobs and open frame-to-come orders.
Provides shipping, tracking support and resolution.
(Familiar with USPS, FedEx and UPS shipment applications.)
In-depth knowledge of all products relative to customer's needs.
Other duties and special projects may be assigned.
Provide individualized customer service with high quality and professional standards
Meet or exceed all key performance metrics set by the department.
Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management.
Actively participate in team discussions; provide feedback to improve the work environment.
Develop and maintain SOPs.
Exhibits effective communication skills and is empowered to make decisions for the customer.
Proactively engages the customer and creates an authentic, positive, and memorable customer experience.
Strong empathy and active listening skills to interpret customer needs.
Ability to work overtime as business needs dictate
Other duties as assigned
Supervisory Responsibilities: None
Required Qualifications and Skills
High school diploma or equivalent
In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience.
Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
Requires proficiency with MS office applications (Excel, Word, Adobe)
Able to answer inbound phone calls and respond to emails
Able to make outbound calls including Frame-To-Come and delayed job calls
Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
Ability to adapt to change and unexpected demands of the business
Excellent written and oral communication skills with the ability to convey information clearly and effectively
Ability to resolve customer conflict issues in a tactful and professional manner
Ability to multi-task and utilize multiple systems while performing on the job
Desired Qualifications
In addition to 4 years of customer service experience, preferred 2-years of optical experience.
High end optical experience, such as customized/ boutique eyewear.
Physical Demands
While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear.
The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested).
Specific vision, peripheral vision, depth perception and the ability to adjust focus is required.
Compensation Range
The anticipated base salary range for this position is $***** Hourly.
This represents the good-faith estimate of the compensation range at the time of posting.
Actual pay will be based on job-related factors, which may include geographic location, relevant experience, education and qualifications, job-related skills, internal equity considerations, and applicable minimum wage laws.
This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.
Benefits
Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include:
Medical, dental, and vision insurance
Life and group life insurance
Voluntary supplemental life insurance
Supplemental health benefits (critical illness, hospital, accident)
Short- and long-term disability
Paid family leave (where applicable by state law)
401(k) plan
Tuition reimbursement
Eyewear discounts
Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):
Paid vacation and/or sick time
Paid holidays
Birthday PTO
Accessibility and Accommodations: Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation, please email ****** and include your name and contact information so we can follow up promptly.
Equal Opportunity Employer: ABB Optical is an Affirmative Action and Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability.