Customer Experience Specialist

RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world's first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company's mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

OVERVIEW:

As a Customer Experience Specialist, you will play a pivotal role in enhancing customer satisfaction and loyalty by managing customer interactions and ensuring a seamless experience across various touchpoints. You will collaborate with multiple departments to resolve issues, process orders, and provide support, all while maintaining the highest standards of service excellence. This role requires a professional demeanor, mutual respect for colleagues and customers, and a positive attitude, fostering a collaborative environment as a team player. Maintaining a constructive approach and willingness to contribute to team goals is essential. Please note that overtime may be required during periods of high volume to ensure all orders and revenue are processed within the business day.

Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for customer inquiries, providing timely and effective resolutions via phone, email, and chat.
• Maintain professional and high-level communication with customers and field teams (Clinical Trainers, Field Support Engineers and Sales), ensuring clarity and understanding of their needs.
• Process sales orders accurately and efficiently. Handle order status inquiries, back orders, providing customers with timely updates.
• Facilitate new customer onboarding processes, ensuring a smooth transition and positive initial experience.
• Lead the logistics process for Light Delivery Device installations, ensuring on time delivery and high level of communication between Commercial Ops groups.
• Educate and train customers on RxSight Access, online ordering via phone, email or virtual meetings.
• Proactively identify and address customer concerns or issues, utilizing available resources and internal tools to find effective solutions.
• Maintain and validate the accuracy of all data entered into systems for new customers, existing accounts, and updates to customer information.
• Proactively identify and resolve discrepancies or errors, collaborating with relevant teams to ensure data integrity across all platforms.
• Collaborate with cross-functional teams daily (Field teams, Finance, Warehouse, etc.)
• Perform other related duties and tasks as assigned to support departmental and company objectives.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• High level customer service experience. Experience with customer consignment inventory is highly desirable.
• Maintain professional, effective, and high-level communication with customers and internal teams through phone and email.
• Must demonstrate exceptional verbal and written communication skills to ensure clarity, professionalism, and a positive customer experience.
• Ability to prioritize and handle multiple tasks while paying close attention to details.
• Overtime may be required during periods of high volume.
• Role should be prepared to work extended hours as needed to complete daily work.
• Proven track record with hands on ERP Systems in the areas of Customer Support.
• Intermediate experience in Microsoft Office programs

SUPERVISORY RESPONSIBILITIES:

N/A

EDUCATION, EXPERIENCE, and TRAINING:

• Bachelor's degree; or equivalent along with 3-5 years' experience in a customer support environment, or a combination of education and experience. Experience in a Medical Device environment, preferably a class III device.
• Training to be completed per the training plan for this position as maintained in the document control system.

CERTIFICATES, LICENSES, REGISTRATIONS:

N/A

COMPUTER SKILLS:

To perform this job successfully, an individual should have multiple working knowledge of Customer Relationship Management (CRM). MS Office applications are expected to be on the Moderate to Expert level. Experience with PowerBI and Smartsheet systems preferred. Knowledge of QAD ERP System preferred.

Notice to Staffing Agencies and Search Firms:

RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight's Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.