Customer Service Representative

Kelly; Pittsfield (MA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Transit benefits

Holiday pay

Sick leave

Job summary

Kelly is seeking a Customer Service Specialist to join our top optical manufacturing operation in Pittsfield, MA. The role offers a contract-to-hire path with a daylight schedule and no weekends, paying $21.25 per hour, with overtime potential.

You will handle calls, emails, and chats; log orders, process rework requests, and troubleshoot issues across Salesforce, Optifacts, and lab software. You’ll expand product knowledge through training and report on routine metrics while upholding safety

Qualifications

• Have prior experience delivering exceptional customer service in an office or call center environment.
• Demonstrate strong problem-solving skills and the ability to exercise sound, independent judgment.
• Are comfortable navigating multiple computer programs and learning new software (familiarity with Salesforce or Optifacts is a plus).

Responsibilities

• Providing high-quality customer care by handling inbound and outbound phone calls, emails, and live chats.
• Entering accurate customer orders, processing rework requests, and troubleshooting job issues from start to finish.
• Investigating and solving complex customer concerns using analysis, resourcefulness, and individual judgment.
• Working with core operational systems, including Salesforce, Optifacts, and lab management software.
• Answering optical-related technical questions and actively expanding your product knowledge through assigned training.
• Managing customer order status updates, late lists, and generating routine operational reports.
• Maintaining a safe, organized workspace and adhering to all workplace safety guidelines.

Skills

Customer service

Problem solving

Computer proficiency

Communication skills

Tools

Salesforce

Optifacts

Lab management software

Job description

For those who want to keep growing, learning, and evolving. We at Kelly® hear you, and we're here for you! We're seeking a Customer Service Specialist to work at a top eyewear manufacturer in Pittsfield, MA. Sound good? Take a closer look below. You owe it to yourself to consider this great new opportunity.

Salary/Pay Rate/Compensation

• $21.25 per hour

Why you should apply to be a Customer Service Specialist:

• Pathway to permanent hire: Contract-to-hire opportunity targeting full-time conversion in approximately 6 months.
• Predictable daytime schedule: Monday through Friday, 8:30 AM – 5:00 PM EST (no weekends!).
• Competitive pay: Earn $21.25/hour with potential for overtime.
• Skill development: Cross-train and gain valuable technical experience on industry-standard platforms (Salesforce, Optifacts).
• Collaborative environment: Work onsite with a dedicated, supportive team in an industry-leading optical manufacturing setting.

What’s a typical day as a Customer Service Specialist? You’ll be:

• Providing high-quality customer care by handling inbound and outbound phone calls, emails, and live chats.
• Entering accurate customer orders, processing rework requests, and troubleshooting job issues from start to finish.
• Investigating and solving complex customer concerns using analysis, resourcefulness, and individual judgment.
• Working with core operational systems, including Salesforce, Optifacts, and lab management software.
• Answering optical-related technical questions and actively expanding your product knowledge through assigned training.
• Managing customer order status updates, late lists, and generating routine operational reports.
• Maintaining a safe, organized workspace and adhering to all workplace safety guidelines.

This Job Might Be An Outstanding Fit If You

• Have prior experience delivering exceptional customer service in an office or call center environment.
• Demonstrate strong problem-solving skills and the ability to exercise sound, independent judgment.
• Are comfortable navigating multiple computer programs and learning new software (familiarity with Salesforce or Optifacts is a plus).
• Have strong written and verbal communication skills with high attention to detail.
• Are eager to cross-train across customer service functions and retain optical industry concepts.
• Are able to work 100% onsite in Pittsfield, MA, maintain prompt attendance, sit for the duration of the shift, and adhere to safety/PPE guidelines when entering lab areas.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Get a complete career fit with Kelly®.

You’re looking to keep your career moving onward and upward, and we’re here to help you do just that. Our staffing experts connect you with top companies for opportunities where you can learn, grow, and thrive. Jobs that fit your skills and experience, and most importantly, fit right on your path of where you want to go in your career.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.