Position Summary: The Customer Service Technical Representative will be responsible for providing optimal quality customer experience for all communication channels (phone, efax, email, webchat, and correspondence) from internal and external customers; including but not limited to placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information and any internal follow up to exceed the customers’ needs and expectations. Supports team concepts and the goals and objectives of the department.

　　Essential Duties and Responsibilities:

　　Works with multiple computer applications; collaborating with the latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.

　　Understands customer needs and assists in implementing new customer initiatives from a technical perspective.

　　Answer calls from Customers, in a timely manner and maintain call quality.

　　Resolve customer requests, questions, and concerns regarding the Company’s service or products.

　　Answer calls from other Customer Service Agents to assist them with technical questions.

　　Provide and maintain a list of technical topics from Agents for Manager to design future training.

　　Communicate with other departments regarding orders and Customer Service information.

　　Perform other duties as assigned by management.

　　Skills & Competencies:

　　Knowledge and experience of Salesforce preferred.

　　Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications

　　Independently learn new software and enhance computer skills.

　　Familiarity with phone calls and chat (strong written skills a plus)

　　Clear, concise, and accurate communication with customers regarding technical issues as well as assisting with billing and post-sale inquiries.

　　Motivated and alert collaborator who works calmly and quickly in a fast-paced environment with efficiency and accuracy.

　　Excellent organization, time-management, and critical thinking skills

　　Provide basic technical assistance and support.

　　Experience in a manufacturing environment preferred.

　　Computer literate including Microsoft Office

　　Required Education and/or Experience.

　　High School diploma or GED equivalent.

　　Experience with optical industry.

　　One year of related technical experience required.

　　Must be able to speak, read and write in English language.

　　Compensation is commensurate with experience. The salary range is $17.00 to $23.00 an hour. Benefits package includes medical insurance (Blue Cross/Blue Shield PPO and three high deductible plans with employer sponsored Health Savings Accounts), MetLife Dental Insurance, company paid group life insurance and group long-term disability insurance policies, Paid Time Off program, Holidays, 401(k) program with annual company match, and vision program.

　　RLab is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Rochester Optical will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.

　　EOE/M/F/Veteran/Disabled