Customer Care Consultant

Default Brand; Sterling (VA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Visionary Optics, LLC | A Euclid Vision Group Company, is hiring a Customer Care Consultant in Sterling, VA. You will be the trusted technical voice for eye care professionals, troubleshooting fitting challenges and ensuring accurate orders from first call to lens on the eye.

You’ll take lens orders by phone, email, and fax, handle billing inquiries, and cross-train on Euclid ortho-k products to support our family of brands, while maintaining FDA compliance and high customer satisfaction.

Qualifications

• 3–5 years of customer service experience.
• Contact lens industry experience preferred.
• Proficient in data entry and order accuracy.
• Strong verbal and written communication.
• Proficiency with CRM systems.

Responsibilities

• Partner with eye care practitioners on fitting issues with Visionary Optics products, using your technical and product knowledge to reach the best outcome for each patient
• Answer product questions and recommend next steps that improve fit, comfort, and patient satisfaction
• Take lens and VibrantVue orders by phone, email, and fax, and enter them accurately into our order system
• Resolve account questions, including orders, payments, and billing, for practices and VibrantVue online customers
• Cross-train on Euclid ortho-k products and order entry to support customers across our family of brands
• Provide support for the Returns Department: log received lenses and make sure credit memos are issued accurately and on time
• Follow all relevant SOPs, forms, and logs, and support FDA compliance, including complaint investigations
• Make sure every order is fulfilled correctly

Skills

Customer service

CRM systems

Data entry accuracy

Clear communication

Education

High school diploma

Tools

Microsoft Office

Job description

Visionary Optics, LLC | A Euclid Vision Group Company Location: Hybrid – Sterling, VA (Corporate Headquarters)

Specialty contact lenses change lives. They give patients with complex vision needs clear, comfortable sight they can’t get anywhere else. But a great lens only works when the fit is right, and that’s where you come in.

As a Customer Care Consultant at Visionary Optics, you’ll be the trusted technical voice for optometrists, ophthalmologists, and practice staff. You’ll troubleshoot fitting challenges, guide practitioners to the best lens solution, and make sure every order is accurate, from the first call to the lens on the patient’s eye.

What you'll do:

• Partner with eye care practitioners on fitting issues with Visionary Optics products, using your technical and product knowledge to reach the best outcome for each patient
• Answer product questions and recommend next steps that improve fit, comfort, and patient satisfaction

Deliver standout customer service

• Take lens and VibrantVue orders by phone, email, and fax, and enter them accurately into our order system
• Resolve account questions, including orders, payments, and billing, for practices and VibrantVue online customers
• Cross-train on Euclid ortho-k products and order entry to support customers across our family of brands

Keep quality at the center

• Provide support for the Returns Department: log received lenses and make sure credit memos are issued accurately and on time
• Follow all relevant SOPs, forms, and logs, and support FDA compliance, including complaint investigations
• Make sure every order is fulfilled correctly

What you bring:

• 3–5 years of customer service experience
• Contact lens industry experience strongly preferred; ophthalmic or optometric optician skills are a big plus
• Clear, confident communication with clinical and non-clinical customers
• High attention to detail in data entry and order accuracy
• Proficiency with Microsoft Office and CRM systems
• Curiosity and a commitment to continuous learning
• High school diploma or higher education is preferred

Visionary Optics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.