Customer Service - Customer Service Rep I

HOYA and Seiko Driven by passion for innovation and development, Hoya Vision is constantly moving boundaries.  By use of extensive research and cutting- edge technology we provide tailored optimized experiences - both for the eye care professional and the spectacle wearer. 

Customer Service - 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.  Additionally, act as liaison between lab and CS with regard to expediting jobs 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 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.

NON EXCLUSIVE

The duties outlined in this document are not limited to what is presented and are not exclusive.  You may be asked from time to time to perform additional duties by your supervisor.

I

 At HOYA, our foundation is built upon a diverse and inclusive work environment.  Together, our differences are key to maintaining an inclusive culture that supports and inspires employee's uniqueness.  Our differences ignite our innovation and connects us to our diverse customers and communities we serve. 
 We're passionate about maintaining an inclusive work environment, not only because it's the right thing to do, it promotes and celebrates differences.  We are also committed to providing equal opportunity to people of all races, ethnicities, religions, genders, sexual orientations, gender identifications, disabilities, ages, philosophies, and veteran statuses at all levels of the organization.
Hoya and Seiko Optical is committed to providing equal opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer and compensation to all qualified applicants and employees without regard to age, race, color, national origin, religion, gender, handicap or disability, or any other category protected by federal state or local law.