Job Details

Sr Customer Care Specialist

The Sr Customer Care Specialist serves as an escalation resource for complex customer issues that are not resolved by frontline agents. Based in the optical production laboratory, this role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow. The position requires strong product and lab workflow knowledge, analytical problem-solving skills, and the ability to identify contributing factors to production delays or errors, playing an important role in protecting customer satisfaction and supporting continuous improvement efforts.

Major duties and responsibilities include customer escalation management, lab and production coordination, production workflow monitoring and reporting, customer experience and process improvement, and standard customer service support.

Basic qualifications include a bachelor's degree in business administration or related field, 4+ years of customer service or call center experience, 3+ years of optical experience, strong understanding of optical lab workflows, experience with CRM platforms and telephony systems, and strong communication skills with a customer-focused approach.