Customer Care Agent

Date: Sep 19, 2023

Location: US-NY-Rochester, New York, US

Company: Bausch & Lomb

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 nearly 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 12,500 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. 


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.


Position can be located in either Rochester, NY or Bridgewater, NJ.



  • 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 product managers and third-party vendors 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.



  • 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 with the following computer applications: Avaya, SharePoint,, Microsoft Excel, and Web


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

As required by New York State's pay transparency bill, Bausch + Lomb provides a good faith minimum and maximum salary range of compensation for roles that can or will be performed, in New York State.  Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.  For New York State, the range of starting annual base pay for this role is $33,370 - $51,160.

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.

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:


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.