THIS POSITION REQUIRES AT LEAST TWO YEARS OF OPTICAL CUSTOMER SERVICE EXPERIENCE IN A RETAIL OR CALL CENTER ENVIRONMENT.

The Opportunity:

The Customer Experience Optical Specialist (CEOS) will play a dual role within the customer experience team.

Though inbound calls, chats and emails, the CEOS will provide product and service information, take orders and resolve any questions or problems that our customers might face. Additionally, the CEOS may handle a variety of support tasks including processing returns and exchanges, monitoring and responding to social media posts and more.

The CEOS will be a member of the prescription team within Customer Experience, handling the intake, follow-up, and processing of the direct-to-consumer prescription orders. The CEOS will be a prescription subject matter expert within the Customer Experience team and will work with other members of the prescription team ensure all prescription orders and service issues are processed within eyebobs service standards.

Detailed Responsibilities

Handle inbound contacts via telephone, chat, or email and process associated work generated by those contacts.

Attract potential customers by answering product and service questions; suggesting information about eyebobs products and services

Process customer orders, requests to be removed from or added to catalog and email mailing lists and all other customer service inquiries as requested by external and internal contacts.

Process returns and exchanges within service standards.

Open and maintains customers accounts. Keep records of customer interaction, process customer accounts, and file documents

Ensure all information and documentation necessary to process prescription orders is gathered. Engage with customers, eye care providers and teammates as needed to gather this information

Ensure all prescription orders are submitted to the lab in a timely, complete and accurate manner

Monitor the completion of prescription orders by the lab; alert customers when orders will be delivered outside of quoted delivery time and escalate significant lab performance concerns to the customer experience manager and the director of operations

Identify the need for, lead and participate in process improvements to ensure optical orders are processed accurately and within eyebobs service standards.

Follow communication procedures, guidelines, and policies

Handle escalated customer contacts, provide appropriate solutions and alternatives

Build sustainable relationships of trust through open and interactive communication

Participate in ongoing training, process improvement efforts, and meetings.

Provide training, coaching, and support to peers

Other customer experience duties as required and assigned.

Participate as a fully dedicated employee of eyebobs, committed to living and modeling our Core Values.

Experience and Qualifications:

At least 2 years of optical customer service experience in a retail or call center environment required, with demonstrated ability to read and translate optical prescriptions.

High school diploma required. Some post-high school education strongly preferred.

Outstanding interpersonal skills and an enthusiastic approach to interactions with customers and colleagues.

Strong organizational skills and ability to multi-task, re-prioritize work and flex your focus for efficiency

Strong written and verbal communication skills. Ability to communicate with a diverse group of customers in a warm and friendly yet professional and polished manner.

Strong keyboarding, computer navigation, and phone handling skills. Experience with MS Windows and Office preferred.

Able to address customers in a calm, attentive and productive manner. Comfort level with handling escalated contacts and willingness to use de-escalation skills in customer interactions.

Other Details

Full-time position (40 hours) position. Will be scheduled 8.5 hour shifts within call center’s weekday hours of operation. Call center weekday hours are Monday through Friday, 8am – 6pm central time

Occasional weekend work may be required to cover call center’s weekend hours of Saturday 8am – 4pm entral time.

About eyebobs:

At eyebobs, we believe the right pair of glasses can change your life. Your personality comes through your eyes. Every day you express who you are. Sometimes loudly, boldly and sometimes more subtly but when you wake up in the morning, we believe that the most important part of your wardrobe starts with our glasses. No matter who you are, where you are from or what you want to say, we are building eyebobs to help you be your true and authentic self. Our frames are available through three channels: direct to consumer, our eyebobs retail stores and from our retail partners through our wholesale business.

Our Purpose

We enable people to be their true and authentic selves by framing their individual personalities

eyebobs Team Member Purpose

We provide an environment where our team members accomplish more than they ever thought possible while promoting a culture that requires every individual to be their true and authentic selves.

We are defined and energized by what we do. We see a bigger and more important purpose when it comes to our frames. We change people’s lives giving them the power and confidence to be their true and authentic selves and we demand the same from those that work with us. To achieve this we need to outwork and outthink our competition. We are flexible, nimble change oriented and risk takers.

Our Core Values:

Walk the Talk.We live and work with integrity

Over and Above.We are fully engaged, in it all the way, consistently giving our best performance and highest quality of work

Be Yourself – Welcome Others.We bring our individual awesomeness and respect others’ awesomeness, to make eyebobs better

In It Together.We are committed to the eyebobs team, to help each other, rely on each other, serve each other in excellence

Do the Right Thing.We are “in service” to our customers, our work, each other, to make the world, or at least our corner of it, better!

Inclusion. Always. - We actively seek to broaden our collective perspective and awareness, and create a culture that encourages, supports and celebrates the diverse voices of our team.