Bilingual (English / French) Customer Service & Support Specialist I

At CooperVision, a business unit of CooperCompanies (Nasdaq: COO), we’re driven by a unified purpose of helping people experience life’s beautiful moments. We are connected through our shared values - dedicated, innovative, friendly, partners, and do the right thing. As a leading global manufacturer of contact lenses, we are committed to helping improve the way people see each day. Through our diverse lens portfolio, we tackle the toughest vision challenges – including astigmatism, presbyopia, and childhood myopia. We offer the most complete collection of spherical, toric, and multifocal products available, enabling us to fit 99% of all contact wearers. Learn more at www.coopervision.com

Job Summary

Responsible for providing optimal customer experience for all communication channels (phone, fax, chat and correspondence) from internal and external customers; including but not limited to; customer and Sales Representative inquiries, placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information, and follow-up to exceed customer needs and expectations. Supports team concepts, the goals and objectives of the department.

• Provides First Contact Resolution whenever possible for all communication channels. 
• Adheres to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances customer experience and promotes the CooperVision brand.
• Responsible for meeting department productivity and quality standards/metrics for all applicable responsibilities/functions.
• Possesses and effectively utilizes knowledge of current policies and procedures within the department.
• Works with multiple computer applications; working with latest client management software applications to enhance service delivery to our customers. 
• Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
• Accurately and efficiently enters sales orders into ERP system received by phone, email or chat.
• Assist customers with questions and issues.  Identifies customer problems and uses proper techniques in decision making to resolve.
• Identifies service errors and report/resolve appropriately.
• Maintains knowledge of all products, prices, accessories and literature, shipment and availability of products, policies and procedures to effectively service the customer.
• Responds to all inquiries in a timely and accurate manner.
• Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork. 
• Supports CVI and Department objectives.
• As business needs dictate, work extended hours to complete daily department goals or tasks to include mandatory overtime.
• Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, Credit, etc. using all channels (Teams, phone, email, meetings, etc.)
• Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.
• Supports 1-4 phone queues including email and web chat.
• Responds to all inquiries in a timely and accurate manner.
• Demonstrates and exemplifies professionalism in performance and attitude, including accountability, initiative and teamwork. 
• Supports CVI and Department objectives.
• As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.
• Collaborate with internal partners (Sales, IT, Consultation, Manufacturing, Distribution, etc. using all channels (teams, phone, email, meeting, etc.)
• Utilizes/updates multiple computer applications in support of the customer/client to enhance service to our customers and internal partners.
• 1-4 Phone Queues in addition to email and web chat.
• As business needs dictate, may work extended hours to complete daily department goals or tasks to include mandatory overtime.

Knowledge, Skills and Abilities:

• Excellent communication [both verbal and written] and active listening skills
• Excellent keyboard skills, fast and accurate
• Intermediate skill level in the use of Excel, Word, Outlook, and PowerPoint. Advanced preferred
• Attention to detail and problem resolution skills
• Demonstrated customer focus and ability to establish and maintain positive relationships with both internal and external customers, including displaying patience, empathy, professionalism, accountability, and friendliness.
• Knowledge of and experience with Salesforce.com preferred
• Able to prioritize and work in a fast paced, constantly changing environment with the ability to multitask
• Ability to read and understand technical material such as Standard Operating Procedures (SOP’s), Product Parameters and Specifications
• Strong business acumen and ability to learn new programs, products and processes when implemented
• Ability to understand, apply and explain company policies and procedures
• Ability to project a positive attitude and supports goals and objectives of the department
• Background with ERP (order entry/order management systems) is a plus
• Knowledge of the Eyecare Medical Industry is a plus.
• Able to fluently write and speak in English and French

Work Environment:

• Work from Home and/or professional office environment in line with corporate office standards
• Prolonged sitting in front of a computer
• Adheres to Standard Operating Procedures and Regulatory requirements
• The candidate must be within commuting distance to our Richmond Hill office (up to 50 km from the office)

Experience:

• Minimum of two (2) years Customer Service experience required, in a call center environment preferred
• Bilingual skills are required (fluent in English and French)

Education:

• High school diploma or equivalent required
• College degree preferred
   

This posting is to fill a vacant position.

For locations that require disclosure of compensation, the starting base pay for this role is between $24.15 and $32.21 per hour and may include cost of living adjustments.  The actual base pay includes many factors and is subject to change and modification in the future.  This position may also be eligible for other types of compensation and benefits.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

#LI-AK1