What are the responsibilities and job description for the Customer Service Representative position at HOYA Vision Care?
Customer Service Representative
SUMMARY
Assist customers via telephone and email by answering order status questions, resolving problems and/or issues relating to job orders, tracking jobs, and finding information for Rx’s in process.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary Duties
Answer incoming calls from customers in a professional manner.
Receive new orders, input Rx order correctly into DVI.
Address and resolve customer requests and issues related to lab, lenses, services, pricing, product.
Direct complaints concerning billing and services rendered.
Refer complaints of service failures to designated department managers for investigation.
Locate an order’s current or past position in the facility by checking in computer system.
Tag trays when necessary for expediting.
Give estimated order completion times, monitor own “promise jobs,” and notify customers of delays.
Document phone conversations in account notes in DVI.
Keeps abreast of products and availability.
QUALIFICATIONS
Experience
High School Diploma
2 years of telephone customer service experience a plus
Optical experience recommended
Insurance billing and reconciliation recommended (VSP, VBA, VCP, Superior, and Eye-Med)
Knowledge, Skills, and Abilities
Knowledge and understanding of the Optical industry recommended.
Ability to represent the company in a professional manner
Able and willing to work as a team.
Good communication skills, problem solving, and follow through.
Ability to do simple/basic math
Must be able to work overtime when needed
Able to read and write English
Able to memorize large amounts of data accurately
Knowledge and be able to use it effectively of Microsoft Office.