CooperVision · 1 day ago
Customer Service Specialist
Victor, NY
Full-time
Onsite
Mid Level
$19.30/hr - $22.58/hr
3+ years expCooperVision is one of the world’s leading manufacturers of soft contact lenses. The Customer Service Specialist is responsible for providing a quality customer experience, managing inquiries, processing orders, and ensuring customer satisfaction through effective communication and support.
Health CareManufacturingMedical Device
Responsibilities
Processes contact lens orders accurately and efficiently from multiple channels
Works to provide First Contact Resolution whenever possible for all communication channels as applicable
Adhere to the applicable Quality Assurance Guidelines to ensure we are providing quality service that enhances the 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 Customer Service
Works with multiple computer applications; working with latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information
Assists customers and sales reps. with questions and issues. Identifies customer problems and uses proper techniques and tools in decision making to resolve
Identifies service errors and report/resolve appropriately
Educates customers about other products and services we offer
Maintains knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures to effectively service the customer
Ability to learn and take on additional responsibilities and other projects; completes as assigned
Demonstrates and exemplifies professionalism in performance and attitude; including accountability, initiative and teamwork
Supports CVI and Department objectives
Supportive to work extended hours and/or observed holidays to complete daily department goals or tasks to include mandatory overtime from time to time as needed
Qualification
Required
Excellent communication [both verbal and written] and active listening skills in both French and English
Excellent computer skills, able to type at least 40 wpm accurately
Intermediate skill level in the use of Excel, Word, Outlook and PowerPoint
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
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
Minimum of three (3) years Customer Service experience in a call center environment required
High school diploma or equivalent required
Preferred
Advanced skill level in the use of Excel, Word, Outlook and PowerPoint
Knowledge of and experience with Salesforce.com preferred
B2B experience preferred
College degree preferred
Benefits
May include cost of living adjustments
May also be eligible for other types of compensation and benefits
Company
CooperVision
CooperVision is one of the world’s leading manufacturers of soft contact lenses and related products and services. It is a sub-organization of The Cooper Companies.
5001-10000 employees
H1B Sponsorship
CooperVision has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (12)
2023 (14)
2022 (7)
2021 (13)
2020 (11)
Funding
Current Stage
Late StageLeadership Team
Michael Good
Divisional Chief Financial Officer
Recent News
2026-01-06
FierceBiotech
2025-09-28
Company data provided by crunchbase