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Customer Service Representative - Remote/work From Home 🔥


The Customer Service Representative is the key to success in helping our customers utilize the VisionWeb ordering platform with ease. We want someone who loves to solve puzzles and who will provide exceptional support to our users as quickly as possible. We work with eyecare practices as well as suppliers and need an energetic, enthusiastic person who is comfortable with assisting users with varying levels of computer experience.

Responsibilities:
  • Provide first level customer support via phone and online for VisionWeb customers following established procedures and meeting established service levels
  • Identify, research, and resolve customer issues reported by customer, internal team, and partners.
  • Triage issues that cannot be resolved at first level support including follow-up and communication with customer and internal teams until issue is resolved.
  • Provide product, service, and company information when appropriate.
  • Effectively use Salesforce and other company tools to support customer issues, reporting, and documentation and case management.
  • Provide additional support for other team members to assist customers with technical or product inquiries.
  • Work with internal and external teams to troubleshoot and resolve product issues whether reported from a customer or internally discovered.
  • Make recommendations on process improvements
  • Escalate issues to provide excellent customer support
  • Interface with all necessary departments, and customers to provide necessary support and direction to resolve issues and make improvements in our software/processes.
Experience and Skills:
  • Experience in optometric or ophthalmic practice - including use of a practice management software or equivalent experience preferred
  • Knowledge of spectacle lenses, contact lenses and frames preferred
  • Must love problem solving
  • Customer facing experience required
  • Excellent written and verbal communication skills and ability to type 30+ wpm
  • Effective team player
  • Knowledge of Salesforce is a plus
  • Computer literate with the ability to learn customer service applications
  • Ability to work in an ever changing, fast paced environment
  • Microsoft Office Suite
  • Able to work flexible hours when necessary

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The ability to work remotely increases employee happiness by 20 percent.