Essilor of America, Inc. (Essilor), is the leading manufacturer and wholesaler of prescription lenses in the United States. Through its subsidiary, Essilor Laboratories of America, Inc., (Essilor Laboratories), Essilor owns the largest and most comprehensive optical laboratory network in the United States. Learn more about EOA at http://www.essilorusa.com
We currently have a Customer Care Specialist career opportunity at our Greensboro, NC location. Must be able to work 40 hours/ week, possibly during any of these times: Monday-Friday, 8:00 AM - 8:00 PM; Saturdays, 10:00 AM- 4:00 PM
Position Summary: The primary focus of this position is to provide exceptional Customer Service to accounts (internal and external), act as Subject Matter Expert regarding Managed Care/Insurance, manage workflow and meet quality and productivity standards. Duties in this position are occasionally repetitive, requiring analysis and use of individual judgment, but also collaborating with co-workers to establish best practices. Supervision ranges from general to minimal.
Essential Duties: Percentage of Time
All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular prompt attendance and available for overtime as needed:
Support call volume with expertise in Managed Care/Insurance field to customers, internal and external. Communication may be via phone, email, IM, fax, and/or internal systems. 25%
Work activities are to include continuously learning and thoroughly understanding new products, programs, and technology. 25%
Build and maintain strong relationships with customers. Create solutions with minimal supervision. Support team, employees, sales, and management with a positive attitude. 25%
Multi-skilled and competent in all tasks in the department with the ability to maintain consistent and effective work flow based on demand. 10%
Lead continuous improvement initiatives to ensure consistent implementation of procedures based on direct customer feedback. 10%
Lead, facilitate and document department meetings. 5%
Other Duties:
Analyze problems that arise and determine actions that will minimize the problems, decreases costs and/or improve yields or efficiencies, recommend changes to department manager/supervisor and, upon approval, implements those changes.
Maintain a clean and organized work environment.
Observe and enforce all company policies, rules, and safety practices.
Physical Demands: The tasks of this position generally requires duties to be performed by:
Regularly stand/walk or sit for the duration of the shift.
Use of close vision, color vision, depth perception and ability to adjust focus.
Work Environment: Fast paced call center environment.
Regularly work with others.
The noise level in the call center is generally moderate.
Continuous use of computers.
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
High School education or equivalent.
5-7 years of previous related Customer Service experience and/or training preferred.
Language Ability
Ability to read and retain training documents, via web and/or written materials.
Ability to write professional correspondence.
Ability to effectively present information and respond to questions from groups of managers, employees, customers and the general public.
Ability to communicate effectively in a team environment.
Math Ability
Basic ability to add and subtract.
Understand decimal numerical sequencing.
Reasoning Ability
Ability to multi-task and prioritize.
Demonstrate good judgment and decision making skills.
Strong conflict resolution skills.
Ability to motivate employees.
Computer Skills
Proficient understanding of the Microsoft Office programs including Microsoft Word and Microsoft Excel.
Proficient understanding of internet usage, including instant messaging and email.
Certificates and Licenses
None required.
If you are interested in applying for this position please proceed through the link below or visit our website at: www.essilorusa.com
http://tbe.taleo.net/NA1/ats/careers...cws=1&rid=2248
As the worldwide leader in the ophthalmic industry, we are dedicated to growing our business and enhancing our customers quality of life.
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