Optical Lab Customer Service Representative Tier II.

JOB RESPONSIBILITIES Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers. Essential Responsibilities include the following. Other duties and special projects may be assigned.

Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.

Partners with the customer review and verify patient order history.

Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.

Achieve a first call resolution to all customer concerns and inquiries.

Provides moderate to high problem resol...