Customer Service Representative

Job Title : Customer Service Representative (Optical)

Location : 6848 Ellicott Drive, East Syracuse, NY 13057 100% onsite

Duration : 5 Months contract only (extensions expected; approvals requested quarterly)

Payrate : $18/hr on W2.

Job Summary:

The Customer Service Representative provides high-quality, multi-channel customer support (primarily phone; may include email/chat) and problem resolution. This role supports Eye Care Professionals (ECPs) by handling inquiries related to lens orders, order status, tracking, remakes, and general service questions. The representative is expected to deliver excellent customer experience, meet productivity/quality standards, and escalate unresolved issues appropriately.

Key Responsibilities

• Handle inbound calls from Eye Care Professionals (ECPs) regarding:
• Lens orders, order status, order tracking
• Remakes and general customer service inquiries
• Make outbound calls to follow up with ECPs on pending jobs/orders
• Maintain expected call volume of ~8 calls/hour
• Resolve issues using department tools, resources, and business judgment
• Escalate unresolved issues following established procedures
• Communicate professionally and courteously across channels (phone/email/chat)
• Work collaboratively within a team environment to meet department objectives
• Support productivity, revenue, and quality targets to enhance customer satisfaction and retention

Training

• 2 3 weeks training before taking independent calls
• Training includes:
• Online optical courses
• In-person 1:1 coaching with Team Lead

Ideal Candidate Profile

• Optical experience preferred (optician, optical front desk, eye care/clinic setting)
• ABO Certification preferred (candidate can pursue ABO post-hire for pay increase)
• Optical lab experience is a plus

Basic Qualifications

• High school diploma/equivalent preferred but not required
• Strong customer service and problem-resolution skills
• Ability to write professional correspondence (email/chat)
• Basic math ability
• Intermediate PC skills:
• Working knowledge of Windows OS
• Proficient in Microsoft Office
• Comfortable using internet/web browsers
• Strong English comprehension and good command of grammar
• Commitment to first-contact resolution whenever possible