Sr. Customer Care Advocate I - Fort Worth, TX

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, dedicated people to join Alcon. We are looking for a Sr. Customer Care Advocate I to join our Customer Service team in Fort Worth, TX. As a Customer Care Advocate I, you are responsible for General Customer Service that includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers.

In this role, a typical day will include:

• Delivering exceptional business-to-business customer ordering support in a complex digital ecosystem: Interactions come from multiple sources (phone, fax, email, SMS, web chat) in a fast-paced environment.

• Perform critical tasks in a professional and efficient manner under limited time constraints to ensure customer needs are met to avoid impact to surgeries; CCAs must think well on their feet; takes smart risks

• Managing and working daily operational reports with direct customer impact (delayed deliveries, held orders, RYG, orders w/ issues, AFCM); analyze internal reporting to yield customer-centric solutions (tableau dashboards- BO report, scorecard, case insights) with the goal of preventing recurrence

• Acting as an Alcon brand advocate, constantly championing and embodying our core values

• Supporting customer’s consignment lens management needs (billing, field damage, reporting implants, transfers, expired, unbilled implants) through an in depth understanding of both systemic IOL operations (lens statuses, IOL launches, extended parameters, IOL audits) and company policies

• Creating, amending and documenting standing order contracts (architect) through a highly technical and complex standing order management SAP application.

• Optimizing customer adoption of digital channels by influencing customer interactions to eCommerce platform/EDI

• Troubleshooting and resolving inbound customer issues related to the eCommerce platform; Providing front line support of MyAlcon Store: site demos/navigation, profile maintenance, RFID, ‘contact us’ emails (scanner requests, new account setup, recurring orders); Close feedback loop and advocate for site changes to allow a better customer experience

• Contributing to salesforce knowledge base; maintaining essential knowledge of wide range products and services

• Optimizing processes along our digital transformation journey; participating in testing and actively providing feedback and soliciting feedback from customers to influence future deployments

Key Requirements/Minimum Qualifications:

• High School Diploma or equivalent

• The ability to fluently read, write, understand and communicate in English

• 3 Years of Relevant Experience

• Work hours: Monday-Friday

• Travel Requirements: N/A

• Relocation assistance: No

• Sponsorship available: No

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker

Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.