Service & Support Specialist I Bilingual
Role Overview
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.
Key Skills for This Role
Full Job Posting
Qualifications
- 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.
- #LI-KZ1
Responsibilities
- 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.
Preferred Qualifications
- Minimum of 2 years of customer service experience; call center experience preferred.
- Preferred
About CVI
Global medical device company focused on eye care and women's health.
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