Service & Support Specialist

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.

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.