Service & Support Specialist I Bilingual at CooperSurgical · Victor

Service & Support Specialist I Bilingual

Location: Victor, NY, United States

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.

• 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.).
• This is a full-time position with standard working hours of 10:30 a.m. to 7:00 p.m. ET, Monday through Friday.
  

Job Summary:

The Service & Support Specialist I Bilingual is the first point of contact for customers, sales representatives, and internal partners, delivering exceptional service across phone, email, and chat channels. This role resolves inquiries, processes orders, provides product and account support, and creates positive customer experiences that strengthen customer loyalty and support the CooperVision brand.

• Deliver timely, accurate, and professional customer support across multiple communication channels.
• Resolve customer inquiries and issues using a first-contact resolution approach whenever possible.
• Process orders and maintain accurate customer information within ERP and customer management systems.
• Provide support on products, pricing, promotions, account updates, and order status.
• Meet established productivity, quality, and customer experience goals.
• Collaborate with cross-functional teams to identify solutions and ensure customer needs are met.
• Maintain knowledge of products, services, policies, and procedures to effectively support customers.
• Demonstrate professionalism, accountability, teamwork, and a customer-first mindset.
• Support evolving business priorities by taking on additional responsibilities and projects as needed.

Required

• High school diploma or equivalent.
• Minimum of 2 years of customer service experience; call center experience preferred.
• Strong verbal and written communication skills with active listening abilities.
• Bilingual in English and Spanish, with the ability to communicate effectively with customers in both languages, verbally and in writing.
• Excellent problem-solving, organizational, and multitasking skills.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to learn and navigate multiple software systems and technologies.
• Ability to thrive in a fast-paced, customer-focused environment.

Preferred

• Experience with Salesforce and/or ERP order management systems.
• Knowledge of the eye care, healthcare, or medical device industry.
• Associate's or Bachelor's degree.
• Work Environment
• Hybrid or remote work environment aligned with company standards.
• Prolonged periods of sitting and computer work, including frequent use of a telephone and multiple software applications.
• Must comply with company procedures, quality standards, and regulatory requirements.
• Must reside within 50 miles of the Victor, NY office.
• Flexibility to work additional hours as business needs require.

Why Join Us?

Join a team dedicated to delivering exceptional customer experiences every day. You'll play a key role in supporting our customers, collaborating across the organization, and contributing to a culture built on service excellence, accountability, and teamwork.

For U.S. locations that require disclosure of compensation, the pay for this role is between $20 and $23 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.

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