Customer Service Representative

Job Description

Key Responsibilities

• Handle inbound calls from Eye Care Professionals (ECPs) regarding:
• Lens orders
• Order status and tracking
• Remakes
• General customer service inquiries
• Make outbound follow-up calls to ECPs on pending jobs
• Maintain an average of 8 calls per hour
• Deliver high-quality, professional customer support across multiple channels
• Resolve issues using available tools, resources, and sound business judgment
• Escalate unresolved issues appropriately
• Maintain productivity, quality, and customer satisfaction standards
• Work collaboratively in a team-oriented environment
• Communicate clearly, professionally, and courteously at all times

General Function

The Customer Service Representative provides high-quality multi-channel support (phone, chat, email, social media, and mail) to resolve customer issues efficiently. The role supports business objectives by protecting and increasing revenue while enhancing the overall customer experience.

Ideal Candidate Profile

• Optical experience preferred (opticians, optical front desk, or similar roles)
• ABO Certification preferred
• Opportunity to pursue ABO certification post-hire for a pay increase
• Lab experience is a plus
• Strong customer service mindset with problem-solving abilities

Training

• Combination of online optical courses and in-person 1:1 training with a team lead
• Training duration: 2–3 weeks before handling independent calls

Basic Qualifications

• High School Diploma or equivalent preferred but not required
• Strong written and verbal communication skills in English
• Ability to perform basic math
• Customer-focused attitude
• Intermediate PC skills
• Proficient with Windows OS, Microsoft Office, internet, and web browsers
• Commitment to first-call resolution
• Ability to work effectively in a team environment