Associate Customer Experience Specialist

Who We Are

Lens Pro To Go  is a photo and video rental company based in Concord, MA, proudly serving customers nationwide. We're not focused on being the biggest-we are focused on being the best. That means flexible options, personalized service, and a genuine commitment to every customer who walks through our door, picks up the phone, or places their order online, whether they're a seasoned professional or renting gear for the first time.

Behind the scenes, you'll find a tight-knit team that takes real pride in what they do. If that sounds like somewhere you'd want to be, we'd love to hear from you.

Position Summary

A Customer Experience Specialist is the heart and soul of our mission. This role involves directly supporting our customers, ensuring seamless rental transactions, providing expert technical guidance, and maintaining the industry-leading customer experience that Lens Pro To Go  is known for. Customer Experience Specialists operate in a hybrid model, combining in-office and remote work.

(This is a position with our LPTG office in Concord, MA that falls under the Lensrentals umbrella.)

Essential Job Functions

• Exceptional Customer Service:
  Answer phones with a bright and positive demeanor, even during busy periods, and ensure every customer feels valued.
• Gear Expertise:
  Walk customers through equipment, answer usage questions, and share your knowledge to help them get the most out of their rentals.
• Rental Process:
  Streamline the rental process by explaining rental procedures clearly and efficiently.
• Order Fulfillment:
  Accurately complete and process orders for our shipping department.
• Problem-Solving:
  Identify customer needs and issues, then provide prompt and effective solutions.
• Order Analysis:
  Monitor incoming orders to proactively identify and resolve potential issues.
• Post-Rental Service:
  Once an order is returned, follow up with customers to resolve any outstanding issues, such as missing equipment or unpaid balances.

Requirements & Qualifications

• A passion for delivering a customer-first experience.
• Strong knowledge of photography and videography equipment (cameras, lenses, accessories).
• Ability to clearly and concisely communicate technical information.
• Exceptional organizational skills and attention to detail, especially for order accuracy.
• A genuine desire to contribute to a close-knit, collaborative team.
• Ability to quickly and calmly resolve problems such as shipping delays or damaged equipment.

Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods.
• Ability to consistently answer phones.
• Ability to lift and handle packages for local pickups weighing up to 50 lbs.

Benefits

• Starting pay is $20/hr
• Health, Dental, and Vision insurance
• Paid Vacation and Sick Leave
• 401(K) with company match
• Casual work environment
• Monday-Friday schedule with paid lunch breaks

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.