Service & Support Specialist I Bilingual
CooperCompanies
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.
Job description
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.
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.
- Must reside within 50 miles of the Victor, NY office.
- Flexibility to work additional hours as business needs require.
Requirements
- High school diploma or equivalent.
- Minimum of 2 years of customer service experience.
- 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.
- Must reside within 50 miles of the Victor, NY office.
Benefits
- Hybrid or remote work environment
- Pay between $20 and $23 per hour
- Cost of living adjustments
- Other types of compensation and benefits
Company overview
CooperCompanies (Nasdaq: COO) is a leading global medical device company headquartered in San Ramon, California, with a workforce of over 15,000 employees. The company operates through two primary business units: CooperVision and CooperSurgical. CooperVision is a trusted leader in the contact lens industry, focusing on vision correction and improving daily visual experiences for millions worldwide. CooperSurgical specializes in fertility and women's healthcare, providing innovative medical devices and solutions that support reproductive health and family planning. With products sold in over 130 countries, CooperCompanies positively impacts more than fifty million lives annually. The company generates approximately $4.1 billion in annual revenue and maintains a strong global presence, leveraging its expertise in medical device manufacturing to address critical healthcare needs in both vision care and women's health sectors. CooperCompanies is publicly traded and continues to expand its market leadership through strategic acquisitions, product innovation, and operational excellence.