Customer Care Agent - Bausch + Lomb : Job Details

**Customer Care Agent**

**Location:** US-NJ-Bridgewater, New Jersey, US **Work Schedule:** Monday Friday; 8:30 am 5:00 pm

**Objectives:** This position is responsible for effective resolution of consumer inquiries and complaints and for the receipt, documentation, classification, and processing of product complaints within regulatory guidelines, for North America.

**Responsibilities:**

* Receive inbound activity through phone, mail, Internet, or other electronic channels and respond accurately, promptly and efficiently.

* Respond to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards.

* Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information.

* Enter consumer information and document the nature of the call into the designated complaint management system. Classify product complaint and Adverse Event according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.

* Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries.

* Perform follow-up activities as necessary - including call backs, ordering replacements, and sending product retrieval labels and packaging.

* Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing, and maintaining current information.

* Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions; support product introductions, changes and discontinuations.

* Actively seek information from product managers and third-party vendors when appropriate.

* Support response to consumer-related issues escalated by Customer Service.

* Meet acceptable metrics for schedule adherence, call handling, and other areas as determined by management.

**Qualifications:**

* High school diploma and 1 year customer service experience.

* Minimum of 1-2 years Customer Service experience; degree preferred.

* Experience with the following computer applications: Avaya, SharePoint, Salesforce.com, Microsoft Excel, and Web.

* Excellent communication skills (verbal, phone and written); including high level of proficiency in letter composition

* Proficiency managing multiple systems and computer applications

* Demonstrated proficiency in team functions, including high level product knowledge and process/procedural management

* Strong organizational skills

* Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment

* Ability to maintain accuracy, consistency and quality in fast-paced environment

* Collaborates effectively in a small team environment and can work independently when needed

* Acts with urgency to bring resolution to consumer questions/concerns; holds himself/herself accountable for individual performance and overall contribution to the team

* Approaches tasks with a positive, proactive attitude

* Dependable and consistent attendance

**We offer competitive salary & excellent benefits including:**

* Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date

* 401K Plan with company match and ongoing company contribution

* Paid time off vacation (3 weeks - prorated upon hire), floating holidays and sick time

* Employee Stock Purchase Plan with company match

* Employee Incentive Bonus

* Tuition Reimbursement (select degrees)

* Ongoing performance feedback and annual compensation review.