Specialist, Remakes And Credits

Job summary
Handles all electronic remakes and credit requestsHas a high degree of optical knowledge and knowledge of the lab processEnsures compliance with company credit and return policy
Job seniority: associate level
Responsibilities
• Handles all electronic remakes through Rx Portal• Handles all credit requests from the Customer Service team• Codes remakes and credits correctly• Completes electronic remakes within 24 hours• Applies approved credits within 20 days and notes reasons for denial• Responds to customer service credit inquiries• Enters relevant information into Quality Case Management system• Alerts Management team of potential abuse• Assists in other areas when needed• Follows directions either written or verbal
Requirements
• 2 year call center experience• 1-2 years of ZEISS customer service call center experience or ABO certified optician or equivalent experience• Experience with ZEISS management systems (i.e. DVI, SAP, Eyefinity, SAP, Portal or equivalent)• Data entry experience• Keyboarding experience including 10-key• Experience using computer and Microsoft Office Suite (Outlook, Word, etc. or equivalent)• Knowledge of coding remake orders and/or credits• Ability to multi-task, prioritize and use time effectively• Ability to work in a fast-paced, multi-task production environment• Strong interpersonal, verbal and written communication skills
Key Skills Needed
• Optical knowledge• Knowledge of lab process• Troubleshooting skills• Attention to detail• Listening and comprehension skills