Optical Lab Customer Care Specialist

ABB Optical Group; Town of Florida (NY); Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Paid vacation and holidays

Job summary

ABB Optical Group is seeking an Optical Lab Customer Service Representative Tier I to support lab customers in a fast-paced environment. You will handle orders, coordinate with the lab and sales teams, and resolve customer inquiries to ensure satisfaction.

The role requires optical experience, strong communication, and the ability to multitask across multiple systems, with a standard Monday–Friday 8:30am–5:30pm schedule and on-site work in a lab setting.

Qualifications

• High school diploma or equivalent.
• Optical experience required (lab or retail).
• Proficiency with MS Office (Excel, Word, Adobe).
• Able to answer inbound calls and respond to emails.
• Able to make outbound calls including Frame-To-Come and delayed job calls.
• Execute credit search, shipping/tracking requests, vision web validation, faxed orders and moderate problem resolution.
• Adapt to change and unexpected demands of the business.
• Excellent written and oral communication skills.
• Ability to multi-task and use multiple systems.

Responsibilities

• Enter orders, redos and support order inquiries in the order entry system.
• Review patient order history with the customer and verify accuracy.
• Coordinate with sales and lab representatives to meet customer needs.
• Resolve customer concerns and provide total customer care for key accounts.
• Aim for first call resolution of inquiries and issues.
• Provide shipping, tracking support and resolution.
• Answer inbound calls in a call center environment to enhance satisfaction and retention.
• Locate customer trays on the production floor and communicate with lab personnel to fulfill requests.
• Handle frames, lenses, and samples; mediate between customer and lab staff.

Skills

Optical experience

Outbound calling

Communication skills

Problem resolution

Adaptability

Written and verbal communication

Multi-tasking

Education

High school diploma or equivalent

Tools

MS Office

Job description

ABB Optical Group is seeking an Optical Lab Customer Service Representative Tier I to support lab customers in a fast-paced environment. You will handle orders, coordinate with the lab and sales teams, and resolve customer inquiries to ensure satisfaction.

The role requires optical experience, strong communication, and the ability to multitask across multiple systems, with a standard Monday–Friday 8:30am–5:30pm schedule and on-site work in a lab setting.