Bilingual Customer Service Specialist (New York)

Compensation

: $40,500.00 - $64,540.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center












JOB SUMMARY


Responsible for providing optimal quality customer experience for allinbound phone calls from internal and external customers. Including but notlimited to, assisting customer with inquiries, placing orders, updates onlatest product offerings or promotions, pending order status, pricingquestions, updating of account information and any internal follow up to exceedcustomer needs and expectations. Supports team concepts and the goals and objectives of the Department.

ESSENTIAL FUNCTIONS
  • Responsible for providing optimalcustomer experience for both internal and external customers.
  • Work to provide First Contact Resolution whenever possible for all channels as applicable.
  • Assisting customers with inquiries, placing orders, product promotions, deliverystatus, pricing, and general account updates.
  • Adhere to theQA guidelines to ensure we are providing a customer experience that promotes the CooperVision brand.
  • Responsible for meeting department productivity and quality standards for all functions.
  • Possess and effectively utilize knowledge of current policies and procedures.
  • Work with latest software applications to enhance delivery of service to our customers.
  • Updates and utilizes systems as necessary to reflectaccurate information.
  • Identifies customer problems and uses proper techniques in decision making to resolve.
  • Educate and recommend products and services as appropriate.
  • Maintain up to date knowledge ofpolicies, procedures, products, pricing, and services.
  • Other duties as assigned.
  • POSITION QUALIFICATIONS
    KNOWLEDGE, SKILLS AND ABILITIES
  • Bilingual - English/Spanish
  • Excellent communication, both verbal and written,and active listening skill - English/Spanish
  • Able to type at least 40 wpm accurately.
  • Strong attention to detail.
  • Advanced problem resolution skills.
  • Intermediate/advanced useMS Office and Salesforce.com.
  • Able to prioritize work in a fast paced, dynamic environment.
  • Ability to understand technical material such as SOPs, Product Parameters and Specifications.
  • Strong business acumen and ability to learn new programs, products and processes.
  • Displays a positive attitude and tone when speaking with internal and external customers.
  • Demonstrates and exemplifies professionalism in performance and attitude.
  • WORK ENVIRONMENT
  • Handle an average of 75 inbound calls per day from doctors and providers.
  • Safe, professional office location close to retail.
  • Free parking and easy access to all major highways.
  • Multiple employee perks - dry-cleaning, fruit of the month and bagel Fridays!
  • EDUCATION
  • High school diploma or equivalent required.
  • College degree preferred.
  • EXPERIENCE
  • Minimum of (3) years Customer Service experience (in a call center environment preferred).
  • Medical device field preferred.


  • Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran









    Associated topics: client service, csr, customer care representative, customer care specialist, customer service associate, phone, system support, technical support, telephone, tsr * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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