Customer Service Specialist

As a Customer Service Specialist, you will be responsible for managing customer requests for VIP customers within the lab, utilizing technology systems, and troubleshooting issues. You will build partnerships with the lab, peers, and customers to ensure customer satisfaction and retention.

• Manage customer requests via Salesforce cases to successful outcomes.
• Monitor work proactively, including retention reports and workflow scheduling.
• Build partnerships with new customers by training and supporting product knowledge.
• Coordinate with Account Executive and GM to ensure customer needs are met.
• Provide quality customer service by handling calls and technical questions.
• Prioritize and resolve complex customer issues efficiently.
• Participate in VIP partner calls to identify opportunities and growth.
• Modify jobs to customer specifications as needed.
• Liaise between the lab, VIP Customer, and internal company labs.
• Participate in onsite account visits and provide account reporting to management.

• High School diploma or GED required.
• At least 5 years of related optical experience and/or training.
• ABO certification required.
• Data entry and lab process flow knowledge required.
• Strong conflict resolution skills and ability to multi-task.
• Proficiency in Microsoft Office and Google Suite applications.