Customer Care Agent

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

Overview

This position is responsible for effective resolution of consumer inquiries and complaints and for the receipt, documentation, classification, and processing of product complaints within regulatory guidelines, for North America.

Responsibilities

• Receive inbound activity through phone, mail, Internet, or other electronic channels and respond accurately, promptly and efficiently.
• Respond to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards.
• Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information.
• Enter consumer information and document the nature of the call into the designated complaint management system. Classify product complaint and Adverse Event according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.
• Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries.
• Perform follow-up activities as necessary - including call backs, ordering replacements, and sending product retrieval labels and packaging.
• Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing, and maintaining current information.
• Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions, support product introductions, changes and discontinuations.
• Actively seek information from Customer Care leadership and product managers when appropriate.
• Support response to consumer-related issues escalated by Customer Service.
• Meet acceptable metrics for schedule adherence, call handling, and other areas as determined by management.

Qualifications

• Excellent communication skills (verbal, phone and written); including high level of proficiency in letter composition.
• Proficiency managing multiple systems and computer applications.
• Demonstrated proficiency in team functions, including high level product knowledge and process/procedural management.
• Strong organizational skills.
• Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment.
• Ability to maintain accuracy, consistency, and quality in fast-paced environment.
• Collaborates effectively in a small team environment and can work independently when needed.
• Acts with urgency to bring resolution to consumer questions/concerns; holds himself/herself accountable for individual performance and overall contribution to the team.
• Approaches tasks with a positive, proactive attitude.
• Dependable and consistent attendance.
• High school diploma and 1 year customer service experience.
• Minimum of 1-2 years Customer Service experience; degree preferred.
• Experience in product quality complaint/Adverse Event recognition and/or entry preferred.
• Experience with the following computer applications: Salesforce.com, Genesys, Microsoft Excel, and Web.

This position may be available in the following location(s): US - Rochester, NY (GEHC)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

For U.S. locations that require disclosure of compensation, the starting pay for this role is between $23.00 - $24.00 per hour. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.

U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance, a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch + Lomb's Job Offer Fraud Statement.

Our Benefit Programs: Employee Benefits: Bausch + Lomb

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.