Customer Service Advocate, Inspections Liaison
Zenni Optical, United States
Job Description
Company Overview:
Zenni pioneered the online eyewear industry in 2003 with a mission to make prescription eyewear affordable and accessible to everyone. Based in Marin County, California, Zenni offers men, women, and children the freedom to express their personal style and individuality through high-quality prescription and protective eyewear curated with a sense of fashion and an incredible selection. With over 50 million frames sold worldwide, a pair of Zenni’s is owned in every country across the globe. Zenni is proud to be the Official Eyewear Partner of the Boston Red Sox, Chicago Bulls, and San Francisco 49ers. For more information, visit www.zenni.com or connect on Facebook, Twitter, Instagram, or Pinterest.?
Position Overview:
Customer Service Advocates have a critical role on Zenni’s award-winning Customer Service team. This role supports many vital initiatives to provide our customers a seamless engagement experience with our team. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. In addition to this role representing Zenni’s customer-obsessed culture through providing highly personalized support, this person will serve as a liaison between our Customer Service department and our onsite Inspections team in Obetz, Ohio.
The Customer Service Advocate is a part of our US Tier 2 team and reports to the Customer Service Manager.
What we want you to own in this role:
- Resolve customer issues identified by the lab. The resolution includes but is not limited to self-resolution through research and/or direct customer contact.
- Identify process improvements relating to inspections.
- Document inspection and product expediting workflows.
- Collaborate with the inspections team on best practices for shipping and expediting orders.
- Queue management of return to sender orders and inspections order
- Collaborate with the shipping team on issues affecting customers and review orders with shipping issues where outreach and/or refund is needed.
- Serve as the point of contact on the Customer Service team to address internal questions between our global CS team.
- Provide subject matter expertise in resolving high-touch, complex issues.
- Resolve escalations and maintain ongoing operational processes.
- Manage B2B partnership support inquiries to ensure timely and effective resolution.
- Proactively reach out via email and voice to customers for those who faced a negative experience during a service interaction.
Requirements
- Optical experience and/or ABO certification required
- Bachelor's degree or equivalent work experience
- 2+ years of customer service experience in a high-touch environment
- Excellent communication and interpersonal skills
- Strong problem-solving skills and ability to think creatively
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Strong attention to detail and organizational skills
- Ability to work independently and in a team environment
- Ability to build and maintain customer relationships (internal and external)
- Must be flexible and understanding that the listed responsibilities may vary based on business needs
- Proficient in Google Suite and comfortable working with different technologies
- Competitive hourly salary and medical, dental, and vision benefits
- Business hours: Monday-Friday, 9am-5:30pm ET
- Work onsite at Zenni’s office in Obetz, OH
- Opportunities for growth and professional development in a financially stable, successful, growing company
Benefits
- Employee Paid - Health Care Plan (Medical, Dental amp; Vision)
- Retirement Plan (401K)
- Life Insurance (Basic, Voluntary amp; ADamp;D)
- Paid Time Off (Vacation, Public Holidays)
- Training amp; Development
- Lunch is paid for by company daily
As of 01/01/2023, the expected salary range for this position is $22.00 to $30.00 hourly rate. Actual pay within this range will be based upon several factors, including without limitation education, work experience, certifications, geographic pay differentials, market conditions, and other business and organizational needs. The Company anticipates that the reasonably expected salary for this position could change in the future and, therefore, the Company retains the right to change, modify, or revisit the salary range for the position for various reasons, including the Company’s business needs.
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