Job DescriptionCentralized function whereby an individual will work the DVI edit buckets for multiple labs. Will require customer outreach to secure answers to issues that caused the order to not be able to be processed. Individuals will work WCB, CCB, and all other edit queues.Essential Duties And ResponsibilitiesPrimary DutiesSupport customers across all Hoya labs.
Will not be centered on one particular lab but will be a centralized team supporting the Customer Care enterprise.Identify issues with orders that couldn't be processed, correct the order, and submit for processing.Contact customers where the issue resolution requires customer input.Identify alternative solutions to offer customers, or that will help release the order for processing.Engage CS for lab if lab considerations or specific customer contact are needed. Inform CS a job is waiting for their action.Be comfortable working with CS and lab employees in all labsDocument interactions or any significant order modifications in account notes in DVI.Keep abreast of products and availability.Will be measured on keeping queues up to date and orders moving into the labs.May be asked to support phone or email inbound coverage in situations of emergency.QualificationsExperienceHigh School DiplomaFamiliarity with DVIFamiliarity with Hoya products is a plusOptical experience recommendedDVI knowledgeHoya productsLab processesStrong partnership skills to work with CS and operational teamsSolid written language skills—good grammar, sentence structure, clarityAbility to communicate effectively through the written wordAble and willing to work as a team.Good communication skills, problem-solving, and follow-through.Must be able to work overtime when neededKnowledge, Skills, and AbilitiesMust be able to read and write English
Customer Care Order Resolution Specialist in lewisville at Unknown Company
This position is listed as full time and onsite.