Zeiss Precision Consultant |
| November 19, 2012 - December 23, 2012 |
| Location: | Hopkinton, MA |
| Benefits: | Medical, Dental, Vision, FSA, 401(k), etc. |
| Employment Type: | Full Time |
| Department: | Customer Service |
| Duties: | • Perform routine Customer Service Agent duties including answering phone, keying orders and resolving routine customer issues
• Make recommendations and/or troubleshoot lenses, frames, measurements, product availability, fitting and dispensing techniques for ECPs and CSAs
• Gather information from customers and make decisions to provide service recovery as needed
• Introduce concepts which help achieve maximum customer satisfaction
• Liaison with local Lab Operations and designated Center of Excellence management
• Ensure day to day customer service operations at local site comply with COE policy and process guidelines
• Perform daily review of Case Management with appropriate investigation, escalation, resolution and closure which includes follow-up communication with ECPs
• Work with local and regional Quality in the investigation of returns claims to determine and approve credits
• Perform daily review of Activities Reports to determine gaps in service and identify opportunities to delight the customer
• Respond to emails, phone calls and other communication within 24 hours
• May be responsible for training CSA in, but not limited to, ABO certification, optics and Zeiss products |
| Qualifications: | • State Licensed, ABO Certified or agreement to be certified within 1 year of employment
• Minimum of 5 years customer service experience or equivalent
• Excellent customer service skills
• Builds a collaborative relationship and loyalty with the customer
• Minimum of 3 years optical experience required
• Excellent communication and consultancy skills
• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint
• Willingness to learn proprietary software applications
• DVI experience preferred
• Commitment to excellence and high standards
• Strong organizational skills; able to manage priorities and workflow
• Professionalism under stressful conditions
• Works independently and as a member of a team
• Understands and follows written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Capable of performing administrative functions and basic accounting procedures
• Ability to receive and execute directions from cross-functional levels of management
THE ABOVE IS INTENDED TO DESCRIBE THE GENERAL CONTENT OF AND REQUIREMENTS FOR THIS JOB. IT IS NOT TO BE CONSTRUED AS AN EXHAUSTIVE STATEMENT OF REQUIREMENTS, DUTIES, OR RESPONSIBILITIES. |
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