Service & Support Specialist I, Bilingual

Job not on LinkedIn

🕒 6 days ago

🗽 New York – Remote

🗽 New York – Remote

💵 $22 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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CooperCompanies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

💰 Post-IPO Equity on 2021-12

Healthcare • Consulting • Food & Beverage

CooperCompanies is a global, consumer-centric medical device company that supports how people want to live at every stage of life. The company is dedicated to improving lives by listening closely to healthcare providers and patients to fulfill the needs of today while focusing on the opportunities of tomorrow through innovation and strategic investment. Their prominent divisions, CooperVision and CooperSurgical, are committed to addressing issues such as myopia in children and supporting families struggling with infertility. CooperCompanies actively engages in sustainable practices and seeks to elevate standards of care with a strong focus on social and environmental impact.

📋 Description

• Provide first-contact resolution whenever possible across phone, fax, chat, email, and correspondence • Follow Quality Assurance Guidelines to enhance customer experience and promote the CooperVision brand • Meet department productivity and quality standards and metrics • Use current department policies and procedures to support customers • Work with multiple computer and client management applications • Update systems to retrieve and maintain accurate information • Accurately enter sales orders into the ERP system from phone, email, or chat • Assist customers with questions and issues and resolve problems using appropriate decision-making techniques • Identify, report, and resolve service errors • Maintain knowledge of products, prices, accessories, literature, shipments, availability, policies, and procedures • Respond to inquiries in a timely and accurate manner • Collaborate with internal partners including Sales, IT, Consultation, Manufacturing, Distribution, and Credit • Support 1–4 phone queues in addition to email and web chat • Work extended hours or mandatory overtime as business needs dictate

🎯 Requirements

• Excellent verbal and written communication and active listening skills • Excellent, fast, and accurate keyboard skills • Intermediate proficiency in Excel, Word, Outlook, and PowerPoint; advanced proficiency preferred • Attention to detail and problem-resolution skills • Customer focus and ability to establish positive relationships with internal and external customers • Ability to prioritize, multitask, and work in a fast-paced, constantly changing environment • Ability to read and understand SOPs, product parameters, and specifications • Strong business acumen and ability to learn new programs, products, and processes • Ability to understand, apply, and explain company policies and procedures • Background with Salesforce.com preferred • ERP/order entry/order management systems experience is a plus • Knowledge of the eyecare medical industry is a plus • Bilingual in Spanish • Must live within 50 miles of the Victor, NY office • Minimum of two years of customer service experience required; call center experience preferred • High school diploma or equivalent required • Permanent, ongoing authorization to work in the United States without current or future employer sponsorship

🏖️ Benefits

• $22/hour base pay • May include cost of living adjustments • May be eligible for other types of compensation and benefits • Work from Home and/or professional office environment