Customer Service Advocate (CSA)

Customer Service Advocate (CSA)

Brand: Essilor and Subsidiaries Location: Phoenix, AZ, US, 85040 Position: Full-Time Total Rewards: Benefits/Incentive Information If you've worn a pair of glasses, we've already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

General Function: The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.

Major Duties and Responsibilities: Manage customer requests via Salesforce cases to successful outcome. Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner. Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions) Prioritize and problem solve complex customer issues and concerns. Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner. Conduct professional communication with customers. Occasional Modification of jobs to customer specifications. Act as a liaison between the Lab, Customer Service, and Internal-company laboratories. Perform other duties within the customer service department or other areas as assigned. Maintain a clean and organized work environment. Observe all company policies, rules, and safety practices.

Basic Qualifications: High School education or equivalent required 4+ years previous related optical experience and/or training Data Entry knowledge Lab process flow knowledge Telephone/Email Etiquette Active Listening Familiarity with electronic communication methods such as email, instant messaging, and chat services. Basic ability to add and subtract. Understand decimal numerical sequencing. Ability to read, write, and comprehend simple instructions, short correspondence, and memos. Ability to communicate effectively in a team environment. Ability to use professional language/conduct when communicating externally to customers. Keyboarding skills with the ability to do 10 key . Basic computer hardware knowledge

Preferred Qualifications: ABO (AMERICAN BOARD OF OPTICIANRY) Certification Microsoft Office programs required (Excel, Word, etc.) Gmail and Google Suite of Web Based Applications Eclipse Order Entry experience Optifacts experience Salesforce.com experience