Shift: 9:30AM to 6:00PM

SUMMARY

This position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism.

The incumbent will be accountable and responsible for: receiving incoming phone and email inquiries related to our products, orders in process, and general questions, placing calls out to customers regarding pending orders and issues, following up on late or pending orders with customers, updating them on delays, helping them to understand our technologies and products.

JOB RESPONSIBILITIES

• Receive and handle incoming customer calls. (Order taking, work in process or other questions) Maintain expected minimum productivity level (55)

• Follows SPECS protocol on all calls. Maintain QA score min 88%.

• Understands and follows all SOP for all tasks.

• Provide basic recommendations for product, technical and adaptation questions.

• Basic knowledge of DVI – lab program screens; competently processes redo, credits, add notes, cancel jobs, tray change, account changes, etc.

• Can provide job status updates.

• Basic optical knowledge. (Rx basics, base curves, frame types.)

• Trouble shoot basic problems (cut out issues, coating incompatibility, thickness, or base curve requirements)

• Identify urgent or problem jobs and make appropriate communications, verbally and/or electronically, and/or using standardized stickers or forms.

• When necessary, use web access links to look up incoming or delayed shipments from outsource labs.

• Perform basic outbound calls to accounts for missing information or for order issues.

• Any other duties and tasks and needed or required.

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Strong organization and time management

• Strong communication and interpersonal skills

• Strong sense of team spirit

• Proactive/takes initiative.

EDUCATION AND QUALIFICATIONS

• Customer Service experience

• Optical lab experience is an asset.

• Bilingual in French, Mandarin and/or Cantonese is a strong asset.

PHYSICAL DEMANDS

• Office environment requires the ability to operate standard office equipment such as computers, keyboards, and photocopiers.

• Sedentary work, regularly required to remain seated in a normal position for long periods of time.

• Ability to walk short distances while carrying small objects.

• Substantial motions of the wrists, hands, and/or fingers

• Required to have good vision to perform tasks on a computer and paper.

• Regularly required to talk and hear, verbally express information or instructions