Job Description

Russell Tobin's client is hiring a Customer Service Representative in East Syracuse, NY

Employment Type: Contract

Location: Onsite - East Syracuse, NY 13057

Schedule: Monday-Friday 10:30am-7pm

Pay rate: $17-$18/hr

Responsibilities:

• Handle inbound calls from ECPs regarding lens orders, order status, tracking, remakes, and general inquiries
• Make outbound calls to follow up on pending jobs
• Manage an average call volume of approximately 8 calls per hour
• Provide multi-channel support (phone, email, chat, and other platforms as needed)
• Resolve customer issues using internal tools, business judgment, and cross-functional collaboration
• Escalate unresolved issues following established procedures
• Maintain productivity, quality, and customer satisfaction standards
• Communicate professionally using courteous and clear language
• Work collaboratively in a team-focused environment

Requirements:

• High School Diploma or equivalent preferred (not required)
• Strong written and verbal English communication skills with the ability to perform basic math
• Optical experience preferred (opticians, optical front desk, or lab experience a plus); ABO certification is a plus with opportunity for pay increase after hire
• Strong customer service background with a customer-focused mindset and commitment to first-contact resolution
• Comfortable handling both inbound and outbound calls
• Detail-oriented with strong problem-solving skills and intermediate computer skills, including proficiency with Windows OS, Microsoft Office, and internet/web browsers

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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