Customer Service Representative

Join The HOYA Vision Care Team!

For over 60 years, HOYA Vision Care has been a passionate leader in optical technology innovation. As a manufacturer of high quality, high performing eyeglass lenses, we continuously aim to bring the best possible vision care solutions to eye care professionals.

We are currently hiring a Customer Service Representative

Wage: $17.00-$19.00/hr. DOE

Shift: Monday-Friday, 1st shift- 8:30am-5:00pm

Location: 3531 Martens St. Franklin Park, IL 60131 (This is NOT a remote position.)

What’s in it for you?

• Health/Dental/Vision/Disability Insurance
• Tuition Reimbursement
• 401K plans
• PTO and Paid Holidays
And more!

SUMMARY

Assist customers via telephone and email by answering order status questions, resolving problems and/or issues relating to job orders, tracking jobs, and finding information for Rx’s in process.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls from customers in a professional manner.
• Receive new orders, input Rx order correctly into DVI.
• Address and resolve customer requests and issues related to lab, lenses, services, pricing, product.
• Direct complaints concerning billing and services rendered.
• Refer complaints of service failures to designated department managers for investigation.
• Locate an order’s current or past position in the facility by checking in computer system.
• Tag trays when necessary for expediting.
• Give estimated order completion times, monitor own “promise jobs,” and notify customers of delays.
• Document phone conversations in account notes in DVI.
Keeps abreast of products and availability.

QUALIFICATIONS

• High School Diploma
• 2 years of telephone customer service experience a plus
• Optical experience is highly preferred
• Insurance billing and reconciliation recommended (VSP, VBA, VCP, Superior, and Eye-Med)
Ability to memorize large amounts of data

By applying to this job, you are agreeing to receive an initial text, which you will have the ability to opt out of upon receipt.

Primary Duties

• Answer incoming calls from customers in a professional manner.

• Receive new orders, input Rx order correctly into DVI.

• Address and resolve customer requests and issues related to lab, lenses, services, pricing, product.

• Direct complaints concerning billing and services rendered.

• Refer complaints of service failures to designated department managers for investigation.

• Locate an order’s current or past position in the facility by checking in computer system.

• Tag trays when necessary for expediting.

• Give estimated order completion times, monitor own “promise jobs,” and notify customers of

delays.

• Document phone conversations in account notes in DVI.

• Keeps abreast of products and availability.