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