Optical Lab Customer Service

Title: Lab Expeditor, Customer Service

Team: Customer Service

This position is an Onsite role and will be required to come into the office Mon-Fri

Company Overview:

Zenni Optical, the world's leading online eyewear retailer, pioneered the industry in 2003 with a mission to make prescription eyewear affordable and accessible to everyone. Based in the San Francisco Bay Area, Zenni offers adults and children the freedom to express their personal style through high-quality prescription and protective eyewear curated with a sense for fashion and incredible selection. With over 55 million frames sold worldwide, the company has brought massive price disruption to the traditional retail model. Zenni is proud to be the Official Eyewear of the San Francisco 49ers, Boston Red Sox, Columbus Crew and the Chicago Bulls. Zenni has worked with designers and tastemakers on curations and collections, including Keke Palmer, Iris Apfel, Cynthia Rowley, David Ortiz and George and Claire Kittle. Zenni VR Prescription Lenses for Meta Quest 3 launched across the U.S., Canada, UK and Japan in October 2023.

For more information, please visit zennioptical.com/blog/press/.

Position Overview:

The Zenni Global Customer Service team, recognized as the Best Customer Service by Newsweek for the past six years, is built on operational readiness, excellence, and digital self-service. Our global team is dedicated to providing exceptional customer care through various channels, including voice, chat, email, SMS, and social media. We take pride in our consistent service quality and digital capabilities, covering areas such as returns, inspections, and back-office operations.

We are seeking a candidate who embodies a "Customer First" attitude, combining practical experience, strong social skills, process improvement expertise, data analysis capabilities, and a determined focus on business enhancement.

Zenni Optical was built upon the following principles, and is dedicated to fulfilling them:

• To provide the most affordable eyeglasses to people all over the world
• To provide the highest-quality optical lenses to our customers
• To make it easy to order eyeglasses online
• To provide exceptional customer support

Qualifications:

• High school diploma or equivalent is required
• Previous experience in an optical setting, knowledge of optical perscriptions
• Excellent communication skills, both verbal and written, with the ability to influence others and address customer needs effectively
• Proficiency in computer applications and basic knowledge of optical lab software
• Strong problem-solving and decision-making skills, with the ability to troubleshoot technical issues efficiently
• Exceptional attention to detail and accuracy in completing tasks
• Customer-focused mindset with a passion for delivering exceptional service

As of 03/07/2024, the expected compensation range for this position is $20 to $24 per hour. Actual pay within this range will be based upon several factors, including without limitation education, work experience, certifications, geographic pay differentials, market conditions, and other business and organizational needs. The Company anticipates that the reasonably expected salary for this position could change in the future and, therefore, the Company retains the right to change, modify, or revisit the salary range for the position for various reasons, including the Company’s business needs.

#LI-EW

Requirements

What we want you to own in this role:

• Act as a liaison between the Ohio lab and Customer Service, resolving job order issues and tracking production progress
• Identify and expedite delayed or nearly late jobs according to established rush procedures
• Tag rush jobs in the lab, following preferred procedures, and address stagnant work
• Reach out to customers over email and phone to inform them about delayed orders, gather necessary details for job clarification, or provide general updates on their orders
• Internally communicate customer feedback to enhance workflows and address process gaps

Benefits

Benefits

• Starting compensation is $20 per hour (Hours are M-F, 8am-5pm local time)
• Flexibility to work weekends and evenings as needed
• A great career trajectory in a stable, successful growing company.
• Cutting edge projects with opportunities for growth and professional development
• Excellent health benefits that the company pays for and 401k company match
• Great Work Life Balance