Customer Service Representative – Optical Operations

East Syracuse, NY - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Customer Service Representative Optical Operations

Duration: 6 Months with possible Extension
Location: East Syracuse NY 13057 (100% Onsite)

Work Schedule: Monday Friday 10:30 AM 7:00 PM EST
Breaks: Two 10-minute breaks and one 30-minute lunch

Pay Rate: $18.00/hr. W2 All Inclusive

Required Experience: 2 Years

KEY RESPONSIBILITIES

Inbound call handling from Eye Care Professionals (ECPs) regarding lens orders order status order tracking remakes and general customer service inquiries
Outbound follow-up calls with ECPs on pending jobs
Handle an average of 8 calls per hour
Provide high-quality multi-channel customer support (telephonic email chat etc.)
Resolve customer issues using internal tools resources and sound business judgment
Escalate unresolved issues following defined processes
Maintain professional courteous communication
Work effectively in a team-based environment
Support customer satisfaction retention productivity quality and revenue goals

IDEAL CANDIDATE PROFILE

Optical experience preferred (opticians optical front desk eye care support)
ABO certification preferred
Lab experience is a plus
Strong customer service orientation
Comfortable working in a call-center style environment
Willing and able to commit fully to training and schedule

TRAINING

Combination of online optical courses and in-person 1:1 training with team lead
Training duration: 2 3 weeks prior to handling independent calls

BASIC QUALIFICATIONS

High school diploma or equivalent preferred (not required)
Ability to produce professional written correspondence
Ability to demonstrate basic math skills
Intermediate PC skills
Proficient with Microsoft Office
Working knowledge of Windows operating systems
Fluent with internet and mainstream web browsers
Strong English comprehension and grammar
Commitment to first-contact resolution

ADDITIONAL NOTES

Optical knowledge is highly preferred but not mandatory
ABO certification can be pursued post-hire.
Role involves consistent phone interaction
Strong attendance and schedule adherence are critical

Customer Service Representative Optical Operations Duration: 6 Months with possible Extension Location: East Syracuse NY 13057 (100% Onsite) Work Schedule: Monday Friday 10:30 AM 7:00 PM EST Breaks: Two 10-minute breaks and one 30-minute lunch Pay Rate: $18.00/hr. W2 All Inclusive Re...