SummaryAs a Specialist in Customer Service, you will play a crucial role in managing customer requests for VIP clients within the lab. You will utilize technology systems to troubleshoot issues and foster strong customer relationships to enhance satisfaction and retention.
Responsibilities- 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 Customer, and internal company labs.
- Participate in onsite account visits and provide specific account reporting to management.
- Perform other duties within the customer service department as assigned.
Requirements- 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.
- Proficiency in Microsoft Office and Google Suite applications.
- Self-motivated with the ability to work with little supervision.
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