Service & Support Specialist I, Bilingual

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver first-contact resolutions whenever feasible across phone, fax, chat, email, and written correspondence.

• Adhere to Quality Assurance Guidelines to improve customer experiences and uphold the CooperVision brand.

• Achieve departmental productivity and quality standards along with relevant metrics.

• Apply current departmental policies and procedures to assist customers effectively.

• Utilize various computer and client management applications.

• Update systems to ensure the retrieval and maintenance of accurate information.

• Precisely enter sales orders into the ERP system from phone, email, or chat inquiries.

• Aid customers with inquiries and issues, resolving problems through sound decision-making techniques.

• Identify, report, and rectify service errors.

• Keep up-to-date knowledge of products, pricing, accessories, literature, shipments, availability, policies, and procedures.

• Respond to inquiries promptly and accurately.

• Collaborate with internal partners such as Sales, IT, Consultation, Manufacturing, Distribution, and Credit.

• Manage 1–4 phone queues in addition to email and web chat support.

• Be prepared to work extended hours or mandatory overtime as necessitated by business needs.

⛳️ Requirements

• Exceptional verbal and written communication skills along with active listening capabilities.

• Proficient, fast, and accurate keyboard skills.

• Intermediate expertise in Excel, Word, Outlook, and PowerPoint; advanced proficiency is preferred.

• Strong attention to detail and problem-resolution abilities.

• Customer-oriented mindset with the capability to foster positive relationships with both internal and external customers.

• Aptitude for prioritizing, multitasking, and thriving in a fast-paced, ever-changing environment.

• Ability to read and comprehend Standard Operating Procedures (SOPs), product parameters, and specifications.

• Strong business acumen with a willingness to learn new programs, products, and processes.

• Capability to understand, apply, and clarify company policies and procedures.

• Experience with Salesforce.com is preferred.

• Background in ERP/order entry/order management systems is advantageous.

• Familiarity with the eyecare medical industry is a plus.

• Bilingual proficiency in Spanish is desired.

• Must reside within 50 miles of the Victor, NY office.

• A minimum of two years of customer service experience is required; call center experience is preferred.

• High school diploma or equivalent is necessary.

• Permanent, ongoing authorization to work in the United States without current or future employer sponsorship is required.

🏝️ Benefits

• Base pay of $22/hour.

• Potential for cost of living adjustments.

• May qualify for additional types of compensation and benefits.

• Opportunity to work from home and/or in a professional office environment.