Service & Support Specialist I Bilingual

CooperCompanies

Victor, NY

Hybrid

Who this role is best for

Bilingual customer service professionals with call center experience and strong problem-solving skills will find this hybrid role in the healthcare domain rewarding.

Best fit for

Bilingual customer service professionals with call center experience and strong problem-solving skills will find this hybrid role in the healthcare domain rewarding.
— “Minimum of 2 years of customer service experience; call center experience preferred.”
Candidates with experience in ERP systems and a customer-first mindset are well-suited for this role.
— “Process orders and maintain accurate customer information within ERP and customer management systems.”
Individuals with a background in healthcare or medical devices and a strong grasp of Spanish will align well with this position.
— “Bilingual in English and Spanish, with the ability to communicate effectively with customers in both languages, verbally and in writing.”

Things to consider

No visa sponsorship is available, requiring applicants to have permanent U.S. work authorization.
— “This role is not eligible for employer-sponsored work authorization now or in the future.”
The position requires a commitment to working standard full-time hours in the Eastern Time zone.
— “Standard working hours of 10:30 a.m. to 7:00 p.m. ET, Monday through Friday.”
Candidates must be willing to work in-office for at least part of the week as the role is hybrid.
— “Hybrid or remote work environment aligned with company standards.”

How to stand out

Highlight your ability to resolve customer issues on the first contact in your resume and interview responses.
— “Deliver timely, accurate, and professional customer support across multiple communication channels.”
Emphasize your adaptability in fast-paced environments and your teamwork capabilities.
— “Ability to thrive in a fast-paced, customer-focused environment.”
Showcase your problem-solving skills and ability to multitask effectively.
— “Excellent problem-solving, organizational, and multitasking skills.”
Include examples of maintaining product and policy knowledge in your application materials.
— “Maintain knowledge of products, services, policies, and procedures to effectively support customers.”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

first-contact-resolution
order-processing-accuracy
customer-satisfaction

Typical background

customer-servicecall-center

Skills & requirements

Required

Customer-serviceOrder-processingErp-systemsCommunication-skills

Preferred

Sales-representatives-supportProduct-knowledge

Stack & domain

Customer ServiceOrder ProcessingERPCustomer Management SystemsProduct SupportAccount SupportMicrosoft OfficeOutlookWordExcelPowerpointSalesforceERP Order Management SystemsEye CareHealthcareMedical Device IndustryCommunicationProblem SolvingOrganizationalMultitaskingTeamworkCustomer-first MindsetContact Lenses

About the role

Original posting from CooperCompanies

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 EnvironmentHybrid 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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Source: CooperCompanies careers