SpecialEyes Customer Service Representative

Purpose

As a Special Eyes Customer Service Representative, you will be part of the Customer Service team supporting premium custom contact lenses, joining our team in a fast‑paced call center, delivering legendary service to eye care providers nationwide.

• Deliver a legendary customer service experience with each interaction
• Answer incoming calls and respond to customer emails and faxes within the agreed timescale
• Assist eye care providers in designing and processing custom contact lens orders
• Educate practitioners on product and service information
• Troubleshoot, document, and resolve product or service issues and concerns, according to standard operating procedures
• Develop and maintain a knowledge base of the evolving products and services
• Identify opportunities to cross‑sell during the customer journey

• Knowledge of Microsoft Office’s suite of products (Outlook, Word, Excel, SharePoint, and Teams)
• Excellent written and verbal communication skills. Can clearly convey product information and sales messages across a variety of key stakeholders, including optometrists, ophthalmologists, and office staff
• Ability to establish and maintain strong relationships with coworkers, managers, and customers
• Ability to manage multiple priorities simultaneously
• Self‑starter with the ability to plan and manage time to achieve desired results
• Works with a high sense of urgency to meet and exceed company and customer expectations