Customer Service Representative-Optical Production

Rochester Optical was established in Rochester, New York in 1932. At the time, the owner saw a growing need for protective tactical eyewear for the Armed Forces, aircraft pilots, and police officers. Later, Rochester Optical became one of the country's few military prescription glasses frame manufacturers and supplied the Army and the Air Force with combat-ready ballistic eyewear for soldiers. After WWII, the tactical eyewear company expanded its services to include creating and selling prescription eyeglasses for the public. Rochester Optical quickly became one of the best glass frames and prescription eyeglass manufacturers in the area, producing many popular glass frame styles of the time with polarized tints.

Since then, Rochester Optical has added a large, full-functioning optical lab, a wholesale business line, and a stock lens facility and created wearable device solutions using augmented reality technology.

Rochester Optical is an optical leader and innovator in the eyewear space. Our headquarters are in Rochester, NY, and we continue to expand our national and international reach.

Position Summary: The Optical Customer Service Representative will be responsible for providing optimal quality customer experience for all communication channels (phone, fax, 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:

1. Works with multiple computer applications, collaborating with the latest client management software applications to enhance service delivery to our customers. Updates/utilizes applications/systems as necessary to reflect/retrieve accurate information.
2. Understand customer needs and assist in implementing new customer initiatives from a technical perspective. 
3. Answer calls from Customers promptly and maintain call quality.
4. Resolve customer requests, questions, and concerns regarding the Company’s service or products.
5. Answer calls from other Customer Service Representatives to assist them with technical questions.
6. Communicate with other departments regarding orders and Customer Service information.
7. Perform other duties as assigned by management.

Skills & Competencies:

1. Strong optical knowledge, including reading and understanding optical technical material such as Standard Operating Procedures (SOPs), product parameters, and specifications.
2. Imperative to have a strong customer focus and excellent telephone manners, including clear, concise, and accurate communication with customers regarding technical issues and assisting with billing and post-sale inquiries.
3. Computer literate, including Microsoft Office; knowledge and experience of Salesforce preferred.
4. Ability to work well under pressure in a fast-paced, high-volume, and deadline-driven environment; experience in a manufacturing environment preferred. 
5. Ability to work independently and as part of a team.
6. Knowledge of multiline phones, PBX lines, and related hardware.

Education & Experience:

1. Demonstrable optical knowledge 
2. 2 or more years of call center or retail operations experience
3. High School diploma or GED

DISCLAIMER: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the job. While this is intended to reflect the current job accurately, management reserves the right to revise the job or require other or different tasks to be performed as assigned.

Compensation and Benefits:

Compensation is commensurate with experience. 

The 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, a Paid Time Off program, Holidays, a 401(k) program with an annual company match, and a vision program.

Rochester Optical is committed to equal opportunity for all, regardless of 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 make reasonable accommodation for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.

EOE/M/F/Veteran/Disabled

Following receipt of a conditional offer of employment, selected candidates will be required to complete additional job-related screening processes, including drug testing, as permitted or required by applicable law.