Job Title: Senior Customer Service Representative – Optical Lab

Company: Lift Optics

Job Type: Full-Time

Reports To: General Manager

About Lift Optics:

Lift Optics is a cutting-edge optical lab serving independent eye care providers with top-tier craftsmanship, lightning-fast turnaround times, and an obsessive focus on customer satisfaction. We are growing fast and looking for a senior customer service professional with deep optical lab experience to join our team and help drive our mission forward.

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Position Summary:

The Senior Customer Service Representative is the primary liaison between our lab and our customers. This role requires complete knowledge of optical lab operations, lens materials, coatings, RX interpretation, and job flow. You will handle high-priority accounts, resolve complex issues, and train junior reps. You must be proactive, solutions-oriented, and obsessed with customer experience.

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Responsibilities:

• Serve as the primary point of contact for high-volume and VIP accounts.

• Troubleshoot complex prescription issues and lens compatibility problems.

• Provide accurate recommendations for lens designs, coatings, and frame adjustments.

• Track job status in the LMS and communicate proactively with customers.

• Review remake/redos and determine root causes to prevent future errors.

• Collaborate with production teams to prioritize urgent orders and fix job breakages.

• Train and support junior customer service reps.

• Monitor account trends and escalate risks or opportunities to leadership.

• Maintain deep knowledge of lab workflow, including surfacing, edging, coatings, and quality control standards.

• Uphold Lift Optics' values of integrity, speed, and craftsmanship in every interaction.

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Qualifications:

• Minimum 5 years of experience in an optical lab customer service or lab management role.

• Deep understanding of lens types, prescriptions, coatings, and lab machinery.

• Proficiency in using optical lab management systems (e.g., DVI, LMS).

• Strong written and verbal communication skills.

• Ability to prioritize and manage multiple accounts and urgent requests.

• Passion for solving problems and going above and beyond for clients.

• Comfortable working in a fast-paced, high-accountability environment.

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Benefits:

• Competitive salary

• Paid time off

• Health benefits

• Opportunities for growth and leadership

• A chance to be part of a fast-growing, high-integrity team changing the game in optics