What are the responsibilities and job description for the In person - Customer Experience Specialist (Optical) position at Payne Glasses?
Customer Support Specialist – Optical (In-Person)
Payne Glasses — Pittsburgh, PA 15241
$19.00–$21.50/hour · Full-time
Do people trust you to make a stressful moment feel easy? We're hiring someone who's great on the phone, sharp over chat, and genuinely likes solving problems — without having to chase sales quotas or upsell targets.
What You'll Actually Do
You'll be the first person customers talk to — by phone, email, text, or live chat — as they work through ordering glasses, choosing lenses, or fixing something that went wrong post-purchase. Most days include:
- Answering inbound questions across every channel with speed and patience
- Walking customers through submitting a prescription and picking the right lens/frame combo
- Handling order status checks, returns, and general product questions
- Logging clear, accurate notes in our CX systems
- Knowing when a question needs an optician's expertise and routing it there
Optical Knowledge You'll Build
You don't need a background in optical to start, but you'll pick up:
- Frame-fit basics: lens width, bridge, temple length, B-measure
- When a lens index upgrade actually matters
- How to explain progressives and bifocals in plain terms
- Reading a prescription: SPH, CYL, AXIS, ADD, PRISM, PD
- Spotting incompatibilities before they become a problem
When Things Get Complicated
- Send optical troubleshooting tickets to our Opticians Pool
- Process approved refunds/returns when a customer declines troubleshooting
- Loop in the CX Manager for anything outside standard non-optical cases
What Good Looks Like After a Year
Fast first-contact resolutions, clean ticket routing with little rework, confident customer conversations, and strong teamwork with the optical and apprentice teams.
Pay & Benefits
$19.00–$21.50/hour · 401(k) · Paid time off · Paid holidays · Healthcare stipend · Employee eyewear discount · Paid on-the-job training
Optical or sales experience isn't required — just curiosity and a genuine desire to help.
Location: In-person, Upper Saint Clair - Pittsburgh, PA
Pay: $19.00 - $21.50 per hour
Benefits:
- 401(k) matching
- On-the-job training
- Paid time off
Work Location: In person
Salary : $19 - $22