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Customer Service Representative

St. Cloud, Minnesota

Job ID: 9968 Category: Professional

Job Description

  • The primary focus of this position is to act as a representative of our company to provide top quality customer service to our customers.
  • Previous optical industry experience is a plus.
  • Duties in this position are usually repetitive, requiring analysis and use of individual judgment.
  • Specific duties for this position include answering phones and following through on customer inquiries.
  • Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or rework orders, technical questions and conduct outbound calls. 85%
  • Prioritize and problem-solve customer issues and concerns. 15%
  • Investigate and troubleshoot shipping and delivery concerns.
  • Act as a liaison between the lab and inter-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.
  • Physical Demands: The tasks of this position generally requires duties to be performed by: Lift and move up to 10 lbs to waist height unaccompanied.
  • Regularly sit for duration of shift.
  • Occasionally required to walk, stand, stoop, climb or balance.
  • Coordinated use of hands and fingers to grasp, feel objects, transfer small items from one hand to another, fine manipulation and bilateral reach with arms.
  • Work Environment: Fast paced, office environment.
  • Regularly work with others. Inbound/Outbound Customer Care Center. Safety and Ergonomic Requirements: Must practice safe work practices at all times and report any unsafe conditions immediately.
  • Required to wear the appropriate PPE while in the laboratory, including but not limited to safety eyewear and enclosed shoes.
  • Attend and participate in all required safety trainings.
  • Follow all Lock Out/Tag Out procedures as required for both authorized and affected users.
  • Participate in daily ergonomic stretches and follow all ergonomic requirements of the position.
  • Follow all personal dress requirements according to the established dress code and safety requirements.

 

Qualifications:

  • One plus years of Call Center experience required.
  • The requirements listed below are representative of the knowledge, skill and/or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • High School education or equivalent required.
  • Previous optical related experience and/or training is a plus.
  • One or more years of previous Call Center experience required.
  • Ability to read and comprehend simple instructions, short correspondence and memos.
  • Ability to write short correspondence.
  • Ability to communicate effectively in a team environment.
  • Ability to use professional language/conduct when communicating externally to customers.
  • Basic ability to add and subtract.
  • Understand decimal numerical sequencing.
  • Ability to multi-task and prioritize.
  • Demonstrate good judgment and decision making skills.
  • Microsoft Office, Microsoft Word, Microsoft Excel, Email.
  • Ability to learn different company software applications.
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