Job Title: Customer Service Representative II 

Job Summary

The Customers Service Representative II is responsible for providing excellent customer service to the Optometry office personnel. They will answer inbound calls in a call center setting to assist with troubleshooting and/or directing calls to the appropriate area.

Duties and Responsibilities

Consistently provide excellent customer service, pleasantly greeting all callers, and communicating with office personnel in a respectful and helpful manner.
 Answer inbound calls in a call center setting within designated time frames, answer questions, and direct calls to appropriate person.
 When necessary, engage other Distribution Center teams to investigate and provide the very best information on the patient’s order status.
 When necessary, place parts order with frame vendors and work with ECP AP to make sure invoices route correctly.
 Accurately update call tracking software with office information, reason for call and resolution.
 With Distribution Center management, identify areas of improvement, using the call data, and work with Operations to develop and implement solutions.
 Effectively perform individual share of the workload and actively engage in other assigned tasks during periods of low call volume.
 As needed, help with Distribution Center projects if called upon. This may include receiving, tagging of frames and shipping.
 Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
 Performs other duties that may be necessary or in the best interest of the organization.

Education: 

HS Diploma

Experience Requirements: 

 1+ years of Customer Service experience

Knowledge, Skills and Abilities Requirements

 Proficient in systems used for frame and lab orders
 Proven efficiency in working with vendors, labs and internal departments
 Understanding in RX sun vendor processes
 Detail oriented, professional attitude, reliable
 Management and organizational skills to support the leadership of this function
 Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
 Interpersonal skills to support customer service, functional, and team mate support needs
                              Able to communicate effectively in English, both verbally and in writing
 Ability for high level of integrity and problem solving, including mathematics
 Basic to intermediate computer operation
                             Proficiency with Microsoft Excel, Word, and Outlook
 Specialty knowledge of systems relating to job function
 Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

Location:

Work takes place in a normal warehouse environment. The warehouse area can be cold and hot with the seasons. Travel to other locations may be necessary to fulfill essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards. 

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

Please do not contact the office directly – only resumes submitted through this website will be considered.

If you need assistance with this application, please contact (636) 227-2600

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Please do not contact the office directly – only resumes submitted through this website will be considered.

Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management right to assign or reassign duties and responsibilities to this job at any time.