Customer Service Rep

Customer Service Rep 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.