** The Walman Optical Company**

** Customer Support Specialist**

Apex, NC 27539

Eye Care Alliance is looking for a Customer Support Specialist in our Apex, NC location. This is a great opportunity to join our team!

Job Summary

**Schedule: M-F, 8 am-4:30 pm** (some flexibility)

Responsibilities include providing exceptional customer service and support, answer incoming calls from customers regarding service work in progress, make outbound calls to customers to update status of their service work, receive approvals to proceed with repairs, and provide estimated turnaround time on repairs. Coordinate and arrange incoming and outgoing freight and UPS shipments for repairs and warranty exchanges. Prepare service quotes, perform other administrative duties for Customer Support Department.

Major Areas of Accountability

* Answers all incoming service/support phone calls, maintains rapport and builds trust with customers through friendly and interactive communication, delivering the best possible customer experience.

* Responsible for all service repair billing and assisting with sales order invoicing in JD Edwards.

* Accurately documents all service calls in Help Desk System. Uses Help Desk System and Airtable to track service repair details including product problems encountered, service work completed, and replacement parts used.

* Assist in the generation of purchase orders for pre-owned equipment. Ensure correct documentation of procurement and logistics.

Experience/Qualifications

* 2 year Associates Degree and two (2) years of relevant work experience; or equivalent combination of education and experience.

* Must have strong organizational skills and be highly detail-oriented, with exceptional communication skills.

* Demonstrated ability to perform all clerical and computer functions in support of the ECA Customer Support Department.

* Good interpersonal skills with peers and strong telephone skills with customers and vendors.

* Experience with CRM, ERP, and Helpdesk Ticketing Systems preferred

* Ability to multi-task, prioritize and manage time effectively

Benefits

* Competitive Salary

* Medical Insurance

* Dental Insurance

* Life Insurance

* LTD

* PTO

* 401(k) with company match

* Employee Stock Ownership Plan (ESOP)

*The **Walman Optical Company** is a successful, diversified, employee-owned business serving the ophthalmic community since 1915. We are a family of optical companies with a 100-year history of excellent relationships built on enduring trust and added value. Each of our businesses is guided by the same core principles and single vision: to be the most trusted business partner in the industry. Our core values respect our employees worth and contributions, emphasize teamwork and offer opportunities for personal and professional growth.*

If you are interested in becoming part of the Walman Team please apply online today.

The Walman Optical Company is committed to providing Equal Employment Opportunity (EEO) to all employees and applicants. EEO/Affirmative Action Employer/Protected Veteran Status. The company grants reasonable accommodations to qualified disabled individuals in accordance with applicable law.