Customer Service Representative - Remote/work From Home 🔥
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 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