SummaryAs an Optical Support Specialist, you will serve as an advanced support resource within the customer service framework, providing expertise in resolving complex inquiries related to lens recommendations, lab orders, and Work-In-Progress management. You will play a critical role in the organization's operational structure, collaborating across departments to ensure customer satisfaction and process improvement.
Responsibilities- Serve as the main point of contact for key accounts, ensuring timely product and service delivery.
- Maintain accurate records of escalations, resolutions, and communication for process improvement.
- Oversee escalated lab order issues, stagnations, and system visibility concerns.
- Coordinate with labs and franchisees to identify and resolve issues with work-in-progress jobs.
- Support the Pearle Vision Franchises Help Chat by tracking issues and solutions for future reference.
- Develop and maintain long-term strategic relationships with key accounts.
- Answer Help Chat questions from front office agents, providing guidance on products, processes, and order management.
- Collaborate with internal teams to drive resolution and customer satisfaction.
- Take proactive steps in identifying potential order delays and initiating solutions.
Requirements- High school diploma or equivalent.
- Registered in a state licensure optical program (where applicable) or equivalent schooling.
- 5+ years of optical experience.
- Experience in customer service, lab operations, or key account management preferred.
- Proficiency in customer support platforms is a plus.
- Strong verbal and written communication skills.
- Analytical ability to identify problems and implement effective solutions.
- Proven ability to work independently and adapt to a dynamic environment.
- Weekend rotation availability required.
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