Customer Care Order Resolution Specialist

SUMMARY

Centralized function whereby an individual will work the DVI edit buckets for multiple labs. Will require customer outreach to secure answers to issues that caused the order to not be able to be processed. Individuals will work WCB, CCB, and all other edit queues. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary Duties

• Support customers across all Hoya labs. Will not be centered on one particular lab but will be a centralized team supporting the Customer Care enterprise.
• Identify issues with orders that couldn’t be processed, correct the order, and submit for processing.
• Contact customers where the issue resolution requires customer input.
• Identify alternative solutions to offer customers, or that will help release the order for processing.
• Engage CS for lab if lab considerations or specific customer contact are needed. Inform CS a job is waiting for their action. 
• Be comfortable working with CS and lab employees in all labs
• Document interactions or any significant order modifications in account notes in DVI.
• Keep abreast of products and availability.
• Will be measured on keeping queues up to date and orders moving into the labs.
• May be asked to support phone or email inbound coverage in situations of emergency.

QUALIFICATIONS

Experience

• High School Diploma
• Familiarity with DVI
• Familiarity with Hoya products is a plus
• Optical experience recommended
• DVI knowledge
• Hoya products
• Lab processes
• Strong partnership skills to work with CS and operational teams
• Solid written language skills—good grammar, sentence structure, clarity 
• Ability to communicate effectively through the written word
• Able and willing to work as a team.
• Good communication skills, problem-solving, and follow-through.
• Must be able to work overtime when needed

Knowledge, Skills, and Abilities

Must be able to read and write English