Position Summary: The Optical Customer Service Representative will be responsible for providing optimal quality customer experience for all communication channels (phone, efax, email, webchat, and correspondence) from internal and external customers; including but not limited to placing orders, updates on latest product offerings or promotions, pending order status, pricing questions, updating account information and any internal follow up to exceed the customers’ needs and expectations. Supports team concepts and the goals and objectives of the department.

Essential Duties and Responsibilities:

• Works with multiple computer applications; collaborating with the latest client management software applications to enhance delivery of service to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.

• Understands customer needs and assists in implementing new customer initiatives from a technical perspective.

• Answer calls from Customers, in a timely manner and maintain call quality.

• Resolve customer requests, questions, and concerns regarding the Company’s service or products.

• Answer calls from other Customer Service Representatives to assist them with technical questions.

• Communicate with other departments regarding orders and Customer Service information.

• Perform other duties as assigned by management.

Skills & Competencies:

• Strong optical knowledge including ability to read and understand optical technical material such as Standard Operating Procedures (SOP’s), product parameters, and specifications.

• Imperative to have strong customer focus and excellent telephone manners including clear, concise, and accurate communication with customers regarding technical issues as well as assisting with billing and post-sale inquiries.

• Computer literate including Microsoft Office; knowledge and experience of Salesforce preferred.

• Ability to work well under pressure in a fast-paced, high-volume, and deadline-driven environment; experience in a manufacturing environment preferred.

• Ability to work independently and as part of a team.

• Working knowledge of multiline phone, PBX lines and related hardware.

Education & Experience:

• Demonstrable optical knowledge

• 2 or more years of call center or retail operations experience

• High School diploma or GED

Compensation and Benefits:

Compensation is commensurate with experience. Benefits package includes medical insurance (Blue Cross/Blue Shield PPO and three high deductible plans with employer sponsored Health Savings Accounts), MetLife Dental Insurance, company paid group life insurance and group long-term disability insurance policies, Paid Time Off program, Holidays, 401(k) program with annual company match, and vision program.

Rochester Optical is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Rochester Optical will provide reasonable accommodation for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation imposes an undue hardship on the operation of our business.

EOE/M/F/Veteran/Disabled