Customer Service Specialist

As a Customer Service Specialist, you will play a crucial role in managing customer requests and ensuring satisfaction for a select set of VIP customers within the lab. You will utilize technology systems, troubleshoot issues, and build strong relationships with both internal and external customers to drive business growth.

• Manage customer requests via Salesforce cases to successful outcomes.
• Monitor work proactively, including retention reports and workflow scheduling.
• Build partnerships with new customers by providing training and product knowledge support.
• Coordinate with Account Executive and GM to meet customer needs.
• 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 for growth.
• Modify jobs to customer specifications as needed.
• Liaise between the lab, VIP customers, and internal company labs.
• Participate in onsite account visits and provide account reporting to management.
• Perform other duties within the customer service department as assigned.

• 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 conduct sensitive conversations.
• Ability to multi-task, prioritize, and follow-up timely.
• Proficiency in Microsoft Office and Google Suite applications.