Customer Service Advocate

As a Customer Service Advocate, you will play a crucial role in ensuring customer satisfaction by managing requests within the lab and providing exceptional service. You will utilize technology systems to troubleshoot issues and collaborate with various teams to achieve successful outcomes.

• Manage customer requests via Salesforce cases to successful outcomes.
• Ensure timely completion of jobs by managing workflow and scheduling.
• Provide quality customer service by handling calls, responding to inquiries, and conducting outbound communications.
• Prioritize and resolve complex customer issues and concerns.
• Act as a liaison between the Lab, Customer Service, and internal laboratories.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

• High School education or equivalent required.
• 4+ years of optical experience and/or training.
• Proficiency in data entry and lab process flow knowledge.
• Strong telephone and email etiquette.
• Familiarity with electronic communication methods.
• Basic math skills and understanding of decimal numerical sequencing.
• Effective communication skills in a team environment.
• Professional language and conduct when communicating externally.
• Keyboarding skills with 10 key proficiency.
• Basic computer hardware knowledge.
• Preferred: ABO Certification, Microsoft Office proficiency, and experience with Eclipse Order Entry, Optifacts, and Salesforce.com.