Customer Service Administrative Associate (Irving, Tx)

Globally recognized for exceptional product performance and versatility, Fotona develops award-winning aesthetic, medical, and dental lasers. With over 50 years of laser expertise and industry leadership, Fotona has sold over 30,000 lasers worldwide with distribution in over 60 countries. Fotona’s reputation for excellence is earned from its dedication to R&D, unparalleled quality, reliability, ease of use, and durability.

Fotona is currently seeking a Customer Service Administrative Associate to join our team based at our US headquarters in Irving, Texas. The Customer Service Administrative Associate will be a key team player as part of the Service Department providing administrative support to our team members and to our customers around the US.

The Customer Service Administrative Associate will use our CRM system to pull information and create reports. They will also receive, screen, respond to or redirect customer requests to specialized team members, and enter, update, and track service tickets to close in our CRM. The Customer Service Associate will also work closely with the Customer Relations Manager, Service Manager, members of the support team, as well as other internal teams. Ideal candidates will be comfortable learning new software applications and comfortable answering and responding to customer inquiries over the phone and via email.

This person will achieve success in the role by employing a strong combination of team support and collaboration, and dedication to helping Fotona customers and teams be successful.

Key Responsibilities:

• Provide administrative support to department management
• Manage customer service tickets database and records
• Reliably close tickets/cases efficiently, effectively, and swiftly (training provided)
• Provide timely and effective customer support and communications
• Act as communication liaison between service and internal departments

Skills and Abilities:

• Flexible, and to multitask and manage your time efficiently.
• Ability to work independently as well as in a team environment.
• Aptitude and curiosity with technology and CRM database systems/applications.
• Attention to detail, highly organized, with a focus on the quality of results.
• Self-motivated, proactive approach, and ability to problem solve and work well with little direct supervision.
• Excellent verbal and written communication skills and the ability to interact effectively with customers and internal personnel.

Requirements:

• At least 1 year of experience in Administrative or Customer Support role.
• Associate's, Bachelor's, or Technical Degree preferred, though not required. Minimum high school diploma or equivalent required.
• Ability to lift and carry up to 50 lbs., ability to lift and carry over 50 lbs. occasionally, ability to push/pull very heavy equipment on wheels/casters occasionally.
• Ability to stand, lift, push/pull, bend, squat, stretch, reach, twist/turn, walk, and reach throughout the day, ability to work at a computer and sit for extended periods.
• Ability to commute to our office in North Irving, M-F 8-5pm.

Compensation:

• Excellent benefits package including Medical, Dental, Vision, AD&D, and Life Insurance.
• 401(k) with matching.
• Fotona is an equal-opportunity employer.
• Opportunity to develop and grow a career with a high-tech leader in the medical industry.
• Competitive pay based on experience.

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