Are you looking for a rewarding career, with the opportunity to grow your skills in a global organization? Are you passionate about providing superb Customer Service? Are you looking to join an organization that values and develops you as a person?
Do you consider yourself friendly, inventive, and a dedicated partner? If this is you – we’d like to hear from you!
Please call 585-756-9500 to schedule an interview
AND apply online at www.coopervision.com.
Onsite Interview Details
When: Thursday, July 19th (Please allow between 1-3 hours to complete the interview process)
Where: 209 High Point Drive, Suite 100, Victor, NY 14564
Interviews Times Available:
CooperVision, Inc. in Victor offers the following perks and benefits:
FREE CooperVision Contact Lenses
401K employer match
Wellness Program – free gym with trainer for employees, nurse coaching program, etc.
Specific Customer Service perks and initiatives, such as: employee of the month, perfect attendance recognition, etc.
Responsible for providing an optimal quality customer experience via all communication channels/methods (phone, fax, email, webchat, and correspondence), to all internal and external customers. Including, but not limited to: assisting customer with inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating of account information, and any internal follow-up necessary to exceed customer needs and expectations. Supports team concepts and the goals and objectives of the department and company.
Work to provide First Contact Resolution whenever possible, for all channels, as applicable.
Adhere to the applicable Quality Assurance Guidelines, to ensure we are providing quality service that enhances the customer experience and promotes the CooperVision brand.
Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions.
Possess and effectively utilize knowledge of current policies and procedures within Customer Service.
Knowledge of multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
Assist customer with questions and issues. Identifies customer problems and uses proper techniques in decision-making to resolve.
Identifies service non-conformances and report/resolve appropriately.
Up-sell products and services for promotions/discontinuations as required. Educate and recommend products and services we offer.
Maintain knowledge and reference materials for policies, procedures, products, pricing, services and literature.
Ability to learn and take on additional responsibilities; complete other projects/tasks as assigned.
Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork.
Supports CVI and department objectives and initiatives.
Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Excellent communication (both verbal and written) and active listening skills.
Able to type at least 40 wpm accurately, including spelling.
Strong attention to detail and problem resolution skills.
Solid customer focus and ability to establish and maintain positive relationships with both internal and external customers; including displaying professionalism, empathy, accountability, friendliness and patience.
Intermediate skill in the use of Excel, Word, Outlook and PowerPoint. Advanced skill level preferred.
Knowledge of and experience with Salesforce.com.
Able to prioritize and work in a fast-paced, continuously changing environment, with the ability to multitask.
Ability to read and understand technical material such as SOP’s, Product Parameters and Specifications.
Strong business acumen and ability to learn new programs, products and processes when implemented.
Ability to project a positive attitude and tone when speaking with internal and external customers.
Ability to understand, apply and explain company policies and procedures.
Proactively provide feedback and recommendations regarding practices/policies/procedures.
Bilingual – English/Spanish a plus.
Prolonged time spent sitting in front of a computer.
Must handle an average of 75+ calls per day.
Adheres to Standard Operating Procedures and Regulatory requirements.
Professional office environment in line with corporate office standards.
High school diploma or equivalent required.
College degree preferred.
Minimum of (3) years of Customer Service experience (in a call center environment preferred) or a combination of face-to-face and call center with internal or external customers.
Medical device field, preferred.
Bilingual candidates are desirable (fluent in speaking, writing and reading Spanish).