SummaryAs a Specialist Customer Service, you will play a crucial role in providing exceptional service to VIP customers within the lab. You will utilize technology systems to troubleshoot issues and foster strong customer relationships to drive growth 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 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 solve 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.
- 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.
- Ability to conduct sensitive conversations with management.
- Strong conflict resolution skills.
- Ability to multi-task, prioritize, and follow-up timely.
- Self-motivated and able to work with little supervision.
- Proficiency in Microsoft Office programs and Google Suite.
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