Optical Lab Customer Service Representative Tier II

ABB Optical Group; Town of Florida (NY); On-site; USD 22,730 - 32,373; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Paid vacation and sick time

Job summary

ABB Optical Group in New York is seeking a Lab Tier II Customer Service Representative to provide elevated support for lab customers. In this role, you will be responsible for resolving inquiries and ensuring a positive customer experience.

Ideal candidates will have prior customer service experience, particularly in the optical field, and must possess strong communication skills. The position offers competitive compensation and a comprehensive benefits package.

Qualifications

• 2 years of customer service experience in tier I.
• Knowledge of shipping, tracking, and order management.
• Ability to adapt to changes and resolve conflicts professionally.

Responsibilities

• Serve as the first contact for customers via phone, email, or in-person.
• Resolve customer issues and ensure a positive experience.
• Communicate effectively with sales and lab representatives.

Skills

Customer service experience

Optical customer service experience

Communication skills

Problem resolution skills

Proficiency in MS Office

Education

High school diploma or equivalent

Job description

Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers.

Essential Responsibilities

Other duties and special projects may be assigned.

• Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
• Partner with the customer to review and verify patient order history.
• Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
• Achieve a first call resolution for all customer concerns and inquiries.
• Provides moderate to high problem resolution.
• Advise customers of products and services that may best suit them.
• Makes outbound calls for consult, delayed jobs, and open frame‑to‑come orders.
• Provides shipping, tracking support and resolution. (Familiar with USPS, FedEx and UPS shipment applications.)
• In-depth knowledge of all products relative to customer’s needs.
• Provide individualized customer service with high quality and professional standards.
• Meet or exceed all key performance metrics set by the department.
• Report inconsistencies and inefficiencies, and escalates issues to the Resolution team and management.
• Actively participate in team discussions; provide feedback to improve the work environment.
• Develop and maintain SOPs.
• Exhibits effective communication skills and is empowered to make decisions for the customer.
• Proactively engages the customer and creates an authentic, positive, and memorable customer experience.
• Strong empathy and active listening skills to interpret customer needs.
• Ability to work overtime as business needs dictate.
• Other duties as assigned.

Supervisory Responsibilities

None

Required Qualifications and Skills

• High school diploma or equivalent.
• In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience.
• Requires proficiency with MS Office applications (Excel, Word, Adobe).
• Able to answer inbound phone calls and respond to emails.
• Able to make outbound calls including Frame‑To‑Come and delayed job calls.
• Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
• Ability to adapt to change and unexpected demands of the business.
• Excellent written and oral communication skills with the ability to convey information clearly and effectively.
• Ability to resolve customer conflict issues in a tactful and professional manner.
• Ability to multi‑task and utilize multiple systems while performing on the job.

Desired Qualifications

• In addition to 4 years of customer service experience, preferred 2 years of optical experience.
• High‑end optical experience, such as customized/boutique eyewear.

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception, and the ability to adjust focus is required.

Compensation Range

The anticipated base salary range for this position is $20.00 Hourly. This represents the good‑faith estimate of the compensation range at the time of posting.

Actual pay will be based on job‑related factors, which may include:

• Geographic location
• Education and qualifications
• Job‑related skills
• Internal equity considerations
• Applicable minimum wage laws

This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.

Benefit Programs

• Medical, dental, and vision insurance
• Life and group life insurance
• Voluntary supplemental life insurance
• Supplemental health benefits (critical illness, hospital, accident)
• Short‑ and long‑term disability
• Paid family leave (where applicable by state law)
• 401(k) plan

Time‑off Benefits

• Paid vacation and/or sick time
• Paid holidays
• Birthday PTO

(Some states require front‑loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)

Accessibility and Accommodations

Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.

Equal Opportunity Employer

ABB Optical is an Affiliation Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability.

International Candidates

The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market.