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
[https://www.coopervision.com].=
This role is not eligible for employer-sponsored work authorization now or in
the future. Applicants must be authorized to work in the United States on a
permanent and ongoing basis without the need for future sponsorship (i.e.,
H1B, STEM OPT extensions, TN, etc.)
Ensure an exceptional customer experience for all processes performed in
Customer Service based on performing training, validation of performance against
metrics/expectations and providing feedback and coaching to CS
department/individuals. Ensure compliance with all business, CS Standard
Operating Procedures (SOP’s) and quality expectations. Ensure all processes and
services provided by Customer Service are accurate, consistent and customer
focused. Support and promote customer satisfaction and continuous improvement.
Provide comprehensive data to identify trends, issues, process improvements,
system enhancements and to ensure effective training, coaching and feedback.
Support Quality & Training efforts in CS. Participate as part of Leadership
team, including assist and support CS strategic plans and business projects.
RESPONSIBILITIES
Quality & Training
Develop, implement, and deliver training and quality within CS as needed for
various channels, processes, and business needs.
Stays abreast of changes in the organization, new requirements, products, and
processes and develops updated training, documents, and Quality Reviews, as
necessary.
Accurately assesses strengths and opportunities of employees based on
training and quality reviews.
Recognizes and recommends updates to quality reviews, training, processes,
SOP’s, system enhancements, messaging, communication etc. based on
trends/themes, issues, results, customer comments/feedback and/or business
needs.
Assists in communication to CS regarding policy and procedures, including
verbiage, messaging, and positioning.
Attends monthly team meetings for all areas of Customer Service as well as
Leadership Team. Participates in Customer Service projects from both a
training and quality perspective.
Acts as back up supervisor for new hires and other employees in training.
Handles escalated customer and patient issues.
Acts as SME for training and quality. Serves as product and process expert
and resource to CS teams.
Partners with Supervisors to identify training and quality needs and develop
department and individual action plans.
Identifies and shares best practices among staff and incorporates into
training material and quality feedback and coaching.
Effectively handles group and one on one interactions. Keeping participants
focused on topic and accountable. c.
Acts as a role model; leading by example, setting the standard for employees
to follow, projecting professionalism, demonstrating a positive attitude, and
creating a professional atmosphere.
Other duties as assigned.
Quality
Develop, implement, and perform Quality Reviews.
Validates customer experience at department and individual level, including
knowledge and adherence to policy and procedure, soft and technical skills,
and accuracy.
Follows and adherences to sampling and quality expectations to ensure
consistency and equity in evaluation. Re assesses sample size/composition for
validity, confidence levels, intervals, and rep and department performance or
needs.
Composes detailed notes and documents to facilitate effective training,
feedback, and coaching sessions; including to be used by Supervisors and Team
Leads as well as by CSS for reference.
Provides constructive and effective feedback and coaching, to drive quality
and rep success. Assists in development and analysis of post chat and call
customer surveys to evaluate customer experience (satisfaction) as well as
individual rep performance. Provide comprehensive results; including comments
to assist in individual coaching, feedback, and training. Identify, convey,
and recommend based on issues.
Recognize and recommend updates to Quality Reviews, processes, messaging,
communication etc. based on trends, issues, results, customer
comments/feedback and/or business needs.
Assists in compiling, tracking and communication of CS metrics in various
formats.
Serves as CS approver for all CS Service Non-Conformances. Correlate Service
Non-Conformance (SNC) volumes/trends to call monitoring.
Assists with recall activities, including customer contact as well as
internal and external audit planning and support.
Assists in Call Center Benchmarking.
Assists in compiling, providing insights from customer feedback and
communicates both within and outside CS.
Training
Develop, implement, and facilitate training.
Trains employees by means of classroom instruction, on-the job, and
computer-based training. Utilizes various learning techniques and understands
Adult Learning concepts. Facilitates required annual or regulatory training.
Assists in developing and updating training documentation/manuals to support
new or updated policies, procedures, systems, products, and promotions. Also
adds to and updates DMB and Knowledge Base Tool.
Assists in creating, updating eQMS system SOP’s, documents, forms, work
instructions as well as knowledge base repository. As well as training
records and activities.
Administers training assessments to determine effectiveness of training
programs.
Documents contact center process flow(s).
QUALIFICATIONS
Knowledge, Skills, and Abilities:
Expert knowledge of Specialty EyeCare product portfolio and quality
management systems for Paragon, Blanchard, and SynergEyes.
Expert knowledge of Specialty EyeCare systems and technology, including:
Dynamics 365, Bravad, RX Connect, Vantage, and Zendesk.
Attention to detail.
Ability to compile, theme and analyze data.
Ability to write and develop reports, documents, including procedures,
quality reviews, SOP’s and work instructions using Microsoft Word, Excel,
Outlook, Power Point, Vision and Agile.
Ability to read, analyze, and interpret technical procedures or government
regulations.
Strong interpersonal and problem-solving skills. Ability to establish and
maintain effective relationships within CS and throughout business. Ability
to provide constructive and effective feedback and coaching.
Excellent communication skills required both one on one and group. Including
negotiating skills. Ability to present various information to all sizes of
audiences /classes (1-75 participants) and respond to questions. Demonstrated
presentation and facilitation skills.
Strong organizational skills. Ability to work independently; including
prioritize workload to manage/meet deadlines and multitask.
Knowledge of order entry and supporting systems including call
recording/monitoring system(s).
Ability to identify and see the big picture, including root cause and effect.
Ability to see and move beyond the status quo.
Confidentiality of information.
Work Environment:
Remote – within commuting distance of a CooperVision site.
Light physical effort necessary to perform the job.
May travel as necessary, including between multiple sites.
Experience:
2+ years of Specialty EyeCare experience required.
2--5 yrs. of customer service experience required.
Experience in a quality and/or training role preferred.
Education:
Associates Degree required and/or a combination of education and experience
resulting in a sound understanding of responsibilities.
For U.S. locations that require disclosure of compensation, the starting base
pay for this role is between $62,627 and $83,503 per year 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.
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