Optical Lab Customer Support Specialist

ABB OPTICAL Group; Auburn Hills (MI); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life and group life insurance

Disability insurance

Paid time off / vacation

401(k) plan

Employee wellness programs

Job summary

ABB Optical Group in Auburn Hills, MI is seeking an Optical Lab Customer Service Representative Tier I. You will handle orders, verify patient history, and support customers across the lab and production environment.

You’ll work within a team to resolve issues, coordinate with sales, and ensure timely service delivery. The role requires optical experience, strong communication, and proficiency with MS Office.

Qualifications

• High school diploma or equivalent.
• Optical experience required (lab or retail).
• Proficient with MS Office applications (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, and vision web validation.
• Ability to adapt to change and unexpected demands.
• Excellent written and oral communication skills.
• Resolve customer conflicts in a professional manner.
• Multi-task across multiple systems.

Responsibilities

• Enter orders, redos, and support order inquiries in the system.
• Review patient order history with customers and collaborate with sales.
• Provide total customer care for key accounts and achieve first call resolution.
• Offer shipping, tracking support and issue resolution.
• Answer inbound calls in a call center environment to drive satisfaction.
• Coordinate with production to locate trays and fulfill requests.
• Manage frames, lenses, and samples for customer consults.
• Demonstrate product knowledge to meet customer needs.

Skills

Optical lab experience

MS Office proficiency

Inbound/outbound calls & emails

Credit search & shipping requests

Problem resolution

Communication skills

Multi-task across systems

Customer care mindset

Education

High school diploma or equivalent

Tools

MS Office (Excel, Word, Adobe)

Job description

ABB Optical Group in Auburn Hills, MI is seeking an Optical Lab Customer Service Representative Tier I. You will handle orders, verify patient history, and support customers across the lab and production environment.

You’ll work within a team to resolve issues, coordinate with sales, and ensure timely service delivery. The role requires optical experience, strong communication, and proficiency with MS Office.