The representative provides total support to lab customers by entering orders, managing order inquiries, and resolving concerns. They are responsible for maintaining high customer satisfaction through professional communication and effective problem resolution in a call center environment.
ABB Labs Remote Customer Service Representative Tier I
JOB RESPONSIBILITIES
Reporting directly to the Customer Service Supervisor, the Lab Tier I Customer Service Representative provides total support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.
Essential Responsibilities includes the following. Other duties and special projects may be assigned.
Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).
Partners with the customer to review and verify patient order history.
Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).
Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
Listen to and resolve customer’s concerns about products and services. Provides total customer care for key and strategic accounts
Achieve a first call resolution to all customer concerns and inquiries
Provides moderate problem resolution
Makes outbound calls for delayed jobs and open frame- to-come orders
Provides shipping, tracking support and resolution
Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention and increasing business
In-depth knowledge of all products relative to customer’s needs
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
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
Supervisory Responsibilities: None
QUALIFICATIONS:
Required Qualifications and Skills
High school diploma or equivalent
Optical experience required (lab or retail)
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
2+ years of customer service experience
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.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment, and the noise is usually moderate.
For U.S. Candidates
Compensation Range
The anticipated base salary range for this position is between $18.00- $20.00 per hour. 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
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.
Full-time employees and/or their eligible dependents may be eligible to participate in the following Company-sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, and eyewear discounts.
Part-time employees do not receive benefits.
US full-time employees are eligible for the following time-off benefits: 1. Vacation and/or Sick time 2. Holiday pay 3. Birthday PTO
Upon request and consistent with applicable laws, ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation (please provide your name and contact information so that we may follow up in a timely manner), email hrfeedback@abboptical.com
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, or protected veteran status and will not be discriminated against on the basis of disability.
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
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