About the Company

Three Rivers Optical, based out of Pittsburgh, PA, has a 50 year history as a leading independent optical laboratory serving its customers across the country with exceptional service and quality. Three Rivers Optical produces lenses for the top manufacturers, as well as its own private label, in a full-service laboratory.

Since 1969, Three Rivers Optical has operated a fully integrated optical lab, providing consulting services to ophthalmologists, optometrists, and opticians through dedicated customer service, sales, and technology teams. Our leading technical expertise and manufacturing capabilities make us a leader in the industry, serving the independent optometric practice.

Role Summary

The Three Rivers Optical Customer Service Representative is the main point of contact for our customers and plays a critical role in serving and nurturing these relationships. Three Rivers Optical’s commitment to high quality product and services is shared through the resourceful and empathetic nature of the Customer Service Representative. Through this role, our customers get the solutions and answers they need as well as support with expanded offerings Three Rivers Optical can offer.

Responsibilities

• Respond to all customer inquiries and requests in a timely manner; address any customer needs with timely follow-up.
• Use internal CRM database systems for all customers to document inquiries, requests, resolutions and follow up tasks.
• Partner with management or sales team to address inquiries and requests.
• Follow all outlined procedures and guidelines to address customer inquiries and requests.
• Complete any assigned tasks, including but not limited to, making phone calls, following up on orders, supporting sales and updating database information.
• Provide unmatched customer service and employ a courteous and empathetic attitude to all customers.
• Perform research, when needed, to address customer needs.
• Examine current customer accounts for unmet needs and service deficiencies to provide recommended solutions and drive sales.
• Meet all performance metrics as outlined.

• High school diploma or general education degree (GED).
• Minimum of 2 years’ experience in customer service required.
• Must have excellent written and verbal communication skills, excellent time management skills, strong decision-making ability and excellent attention to detail.
• Well organized, able to work in a fast-paced environment.
• Flexible, proactive, resourceful, and efficient while maintaining professionalism always.
• Inclination for learning new systems and applications a plus.
• Strong computer proficiency and comfort using several software and web-based applications.
• Committed to collaboration and teamwork.
• Ability to thrive in a dynamic environment.