Optical Customer Service Agent - Lab - Full Time - Oak Park

GENERAL SUMMARY:

Serves Henry Ford Optimeyes sites over the phone, email, and in person by determining requirements, answering inquiries, resolving problems, fulfilling requests, or retrieving data within Lab Management Software and point of sale systems.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

·       Provides administrative support in the Optical Customer Service department

·       Serve customers in a professional, efficient, and courteous manner to build and sustain relationships and trust.

·       Addresses orders entry and tracking of eyeglass orders with urgency and expertise to foster customer confidence and ensure proper representation of HFO Lab standards and capabilities.

·       Professionally and enthusiastically provides efficient and knowledgeable Customer Service to all accounts (via phone, email, fax, virtual meeting, or optical systems).

·       Recommends proper optical products and manufacturing options for all accounts.

·       Communicate the HFO brand story and mission to all customers.

·       Proficiently use LMS and point of sale systems/data base.

·       Provides professional phone and email correspondence with assigned client portfolio. Maintains and updates Customer Portfolios when accounts are added,

·       changed, or modified.

·       Manages outsourced eyeglass orders for timely return to HFO.

·       Observe Work in Progress report and expedite orders as needed and appropriate. May be required to expedite job orders within the manufacturing environment to fulfill rush requirements outside of machine prioritization parameters.

·       May generate, monitor, and execute upon reports generated within the LMS to identify work not meeting turn time requirements or other standards.

·       May function as a liaison between Customer Service department and optical lab.

·       Works with optical leadership to continually evaluate client service levels and processes.

·       Solicits customer feedback to use for process and service improvement.

·       Promptly returns all customer emails and phone calls.

·       Participates with leadership on periodic customer face-to-face meetings.

·       Perform other duties as required by supervisory staff