Account Coordinator - ECP Client Services - CONTRACT at CooperVision, Inc in Rochester, New York

Job Description:

CooperVision, a division of CooperCompanies (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com

The Account Coordinator role requires a high level of interpersonal skill, business acumen and technical know-how to handle calls that cover general customer service for the ECP suite of services.

• Manage incoming questions, requests and updates from Eyecare Prime clients through inbound phone and live screen share support.


• Identify new opportunities to manage and train optometric office staff and eye doctors on how to best utilize Eyecare Prime features to increase office revenues and overall systems ROI.


• Help the office staff understand communication techniques and strategies and how to develop integrated communications to better serve their patient base and improve practice ROI.


• Integration social media tools into the platform to help the office increase their online presence and build their brand.


• Coordinators will be able to quickly come up to speed in working with various office automation and tracking tools such as SalesForce.com, Trello, marketing automation tools, etc.


• Collaborate with other areas of the organization to learn the entire business to ensure optimum resolution of issues and excellent client service.


• As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.

• Excellent verbal and written communication skills.


• Excellent interpersonal skills, patience and empathy for client issues, desire to resolve issues for clients/partners.


• Hardworking, relentless pursuit of solutions on behalf of clients


• Working knowledge and skill level with Gmail, Google Docs, Microsoft Office suite, Excel, Word and PowerPoint


• Working knowledge of social media tools including Facebook, Twitter, Pinterest, etc.


• Technically inclined and must have a strong desire to understand systems and learn new technologies and software functionality


• Strong work ethic, on-time and highly dependable team player


• High level of organizational skills to handle multiple simultaneous tasks in a fast paced and often changing environment

• Office, primarily phone based, some travel possibly required

• At least 1-2 years of Customer service, sales, or technical support experience

• Bachelors 4-year college degree required