Customer Service Representative I

 

Customer Service Representative I

JOB RESPONSIBILITIES

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Summary: The Customer Service Representative I will provide total support to our customers. They interact with customers to provide and process information in response to orders, purchases, inquiries, concerns and requests about products and services. They are cross trained to provide “Best in the Eyes of the Customer” service.

Essential Responsibilities include the following. Other duties and special projects may be assigned

• Answer inbound calls and email, enter customer orders and make outbound calls as appropriate
• Process various types of optical product orders within the appropriate deadlines
• Research internal and external customer inquiries and provide problem resolution using the most up to date information, technology and resources
• Communicate and coordinate with internal departments to ensure product delivery
• Effectively troubleshoot and provide resolution support for customer issues in a timely fashion
• Comply with the Attendance Policy and adhere to established department goals and guidelines
• Maintain accurate records of customer interactions and transactions
• Assist customers with navigating the web for placing orders, product searches and basic technical support
• Provide individualized customer service with high quality and professional standards
• Route calls to the appropriate resources when needed
• Participate in ongoing department training and assessment programs
• Keep reference guides organized and current
• Meet or exceed all key performance metrics set by the department
• Report inconsistencies and inefficiencies, and escalate issues to management
• Actively participate in team discussions; provide feedback to improve the work environment
• Participate in department and company activities
• Provide assistance to other Associates and departments as needed
• Maintain a clean and organized work area

Supervisory Responsibilities: None

Required Qualifications and Skills

• High school diploma or equivalent
• 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)
• 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
• Ability to adapt to change and unexpected demands of the business

Desired Qualifications

• Bachelor’s Degree
• Prior work experience in an inbound call center environment or customer service experience
• Proficiency with MS Outlook

For US Candidates

The anticipated base pay range for this position is $18.00 an hour

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan.

Employees and/or 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, eyewear discounts.

US employees are eligible for the following time off benefits:

• Vacation and/or Sick time

• Holiday pay

• 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, (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HR@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.

ABB031

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