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 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 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 received through company sponsored Social Media Sites. This position is the primary lead for handling social media interactions within the Customer Care team. This channel of communication is a highly visible means of exchanging information about a company’s products. Information must be monitored on a continual basis with responses sent in a timely manner. This individual will also support inquiries and complaints through other channels (phone, email, mail) as needed to support the Customer Care team.
Responsibilities
- Monitor Social Media platforms; including, Facebook, Twitter, LinkedIn, Pinterest, and Instagram
- Manage high traffic promoted ads
- Determine if response can be made on the public “wall” or needs to be taken offline to be handled
- Respond to all postings from consumer within 24 hours- Seven days a week, posts responded to include:
- Anything that the brand can help “solve” for a consumer
- Product-related questions (where to purchase, how to use, etc.)
- Consumer issues/complaints related to the brand
- Positive and negative feedback
- Off label use
- Adverse events or complaints
- Research person who created the post to measure brand impact (e.g. number of followers, employer)
- Demonstrate high level, independent decision making with response to after hours and weekend posts
- If necessary, gather information from other sources to respond to the post or answer any questions: Regulatory- Pharmacovigilance, R&D, all other Bausch + Lomb sites worldwide, Marketing, Legal
- Log any reported Product Complaints or Adverse Events using the established protocol
- Forward any necessary information to Product Managers (e.g. positive comments, trending product and/or promotional concerns (rebates))
- Monitor BL Customer Care and Complaint Follow Up email boxes
- Complete all necessary follow-up actions, which could include multiple touch points with a consumer
In addition, perform Core Customer Care Agent Responsibilities and Senior function, when needed:
- 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
- Meet acceptable metrics for schedule adherence, call handling, and other areas as determined by management
- Point Person for consumer-related issues escalated by team members
- Manage communication within Drug Safety (Pharmacovigilance) email box
- May collaborate with team leadership to support reconciliation reporting
- May support training of new and existing employees
- Act as a mentor to junior team members
Qualifications
- Proficient and knowledgeable in Social Media; familiar with mainstream social channels
- Excellent communication skills (verbal, phone and written); with a strong emphasis on written communication
- High level of proficiency managing multiple systems
- Strong organizational skills
- Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment
- Demonstrates a high level of aptitude managing multiple computer applications
- 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
- Accurate, professional, solution-oriented and customer-friendly communication style
- Flexible, motivated, and driven team-player with passion for customer service and creating a positive customer experience
- Demonstrated proficiency in team functions, including high level product knowledge and process/procedural management
- Approaches tasks with a positive, proactive attitude
- Dependable and consistent attendance
- Experience with Social Media other than personal use preferred and 1 year customer service experience
- Associate or Bachelor’s Degree preferred
- Experience with the following computer applications preferred: Sprout Social, Genesys, Salesforce.com, Microsoft Excel, and Web
This position may be available in the following location(s): Rochester, NY
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.
For U.S. locations that require disclosure of compensation, the starting pay for this role is between $25.00 - $26.00 per hour. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.
U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance, a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.
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: Employee Benefits: Bausch + Lomb
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.