Job Description

POSITION TITLE: Customer Service Specialist, Optical

REPORTS TO: Director, Customer Service     

DEPARTMENT: Global DTC                                                                       

 MUST RESIDE IN FL, CA, TX, NV, AZ                                                                                     

SUPERVISES: NA

EMPLOYMENT TYPE:  FULL-TIME

SUMMARY OF POSITION: 

THE CUSTOMER SERVICE SPECIALIST, OPTICAL WILL SUPPORT THE CUSTOMER SERVICE FUNCTIONS OF THE GLOBAL DTC AND SHOPS ORGANIZATION, WITH A FOCUS ON THE OPTICAL BUSINESS. THIS IS A HANDS-ON ROLE FOR A SELF-STARTER WHO TAKES OWNERSHIP OF (AND PRIDE IN) YOUR WORK THAT WILL HAVE IMPACT ON OUR DIRECT TO CONSUMER (DTC) BUSINESS AS WE BRING THIS NEW LINE TO LIFE. OUR IDEAL CANDIDATE HAS PREVIOUS OPTICAL-RETAIL EXPERIENCE AND IS PASSIONATE ABOUT DELIVERING THE BEST CUSTOMER EXPERIENCE, FASHION, BEAUTY AND THE QUAY BRAND.

PRINCIPLE ACCOUNTABILITIES: 

• REVIEW, VERIFY, AND ENTER CUSTOMER PRESCRIPTION INFORMATION INTO BACK END SYSTEMS (PRIMARY 40%)
• FOLLOW-UP WITH CUSTOMERS ON MISSING PRESCRIPTION INFORMATION, OR IF AN EXPIRED PRESCRIPTION HAS BEEN SUBMITTED (PRIMARY 20%)
• RESOLVE CUSTOMER ISSUES RELATED TO OPTICAL PROVIDING PROMPT RESOLUTIONS WITH EMPATHY AND POISE AND BRINGING QUAY-VIBES TO LIFE THROUGH CUSTOMER SERVICE (PRIMARY 20%)
• TRACK AND SHARE INSIGHTS, TRENDS AND FEEDBACK ON OUR OPTICAL PRODUCT, OPTICAL SITE EXPERIENCE AND OPERATIONAL PROCESSES TO IMPROVE OVERALL CUSTOMER EXPERIENCE (PRIMARY 10%)
• SUPPORT THE GLOBAL ECOMM CUSTOMER SERVICE TEAM WITH DAY-TO-DAY TASKS AS NEEDED (PRIMARY 10%)

BUDGET OWNER:  NO

FISCAL ACCOUNTABILITIES: NA

KEY WORKING RELATIONSHIPS:  THIS ROLE REPORTS TO THE DIRECTOR, CUSTOMER SERVICE AND WILL WORK CLOSELY WITH THE GLOBAL ECOMM TEAM, SHOPS, AND OPERATIONS TEAMS.

REQUIRED SKILLS & EXPERIENCE:

• 2 YEARS OF EXPERIENCE IN AN OPTICAL SHOP, RETAIL SHOP, OR CS DEPARTMENT
• BACHELOR’S DEGREE, OR GED EQUIVALENT AND AT LEAST THREE YEARS’ EXPERIENCE
• EXPERIENCE HANDLING A MINIMUM OF 100 CALL/EMAIL VOLUME PER DAY
• EXCEPTIONAL INTERPERSONAL, VERBAL AND WRITTEN COMMUNICATION SKILLS WITH A METICULOUS ATTENTION TO DETAIL
• PROFICIENT IN MICROSOFT OFFICE (OUTLOOK, POWERPOINT, EXCEL, WORD)
• PREFERRED:
  1. OPTICIANS LICENSE
  2. CALL CENTER WORK

TRAVEL REQUIREMENTS:

• NO TRAVEL REQUIRED

PHYSICAL REQUIREMENTS:

• THIS POSITION IS BASED IN AN OFFICE ENVIRONMENT. PRIMARILY SEDENTARY WORK WITH OCCASIONAL EXERTION OF UP TO 10 POUNDS OF FORCE TO LIFT, CARRY, PUSH, PULL OR OTHERWISE MOVE OBJECTS.

this is a remote position