Optical Customer Service Agent

About the Role

Rudy Project North America (RPNA) is the North American subsidiary of Rudy Project, an Italian sports performance brand recognized for premium eyewear and helmets engineered for cyclists, triathletes, and action sports athletes.

The Customer Service Optical Agent is RPNA’s in-house prescription eyewear expert and the dedicated point of contact for all Rx-related cases from consumers and optical dealers. This role has a focused scope: handling the full lifecycle of prescription eyewear inquiries, orders, and issue resolution with the technical depth that optical dealers and Rx customers require.

This role is based on-site in San Clemente, CA and reports to the Operations Manager.

RESPONSIBILITIES

Prescription Eyewear Support

Own all Rx-related cases end-to-end, from first contact through resolution.

• Serve as the primary point of contact for all prescription eyewear inquiries from consumers and optical dealers
• Audit inbound Rx orders and process accurately, ensuring lens prescriptions, frame configurations, and optical specifications are captured correctly
• Guide customers and dealers through lens options, Rx compatibility, tint and coating selections, and frame fit for Rudy Project’s prescription-compatible sport eyewear
• Troubleshoot and resolve prescription-related issues including incorrect lenses, fit problems, and optical complaints to prevent unnecessary returns
• Issue Return Authorizations (RAs) for Rx cases with complete optical documentation and descriptions
• Track Rx orders through the lab and vendor fulfillment process, proactively communicating status to customers and dealers

Optical Dealer Relations

Be the dedicated resource that optical dealers can count on for fast, knowledgeable support.

• Build working relationships with RPNA’s optical dealer accounts, providing reliable, expert-level service
• Support optical dealers with product guidance, technical consultation, and Rx ordering on Rudy Project’s dealer website
• Handle dealer-specific inquiries including account questions, order status, warranty on Rx product, and issue escalations
• Collaborate with the Sales team on optical dealer needs, flagging service gaps or opportunities

Technical Product Knowledge

Know the product well enough to advise, not just transact.

• Maintain deep, current knowledge of Rudy Project’s prescription-compatible eyewear frames, lens options, and Rx lab partners
• Provide technical support on lens prescriptions, optical specifications, and frame compatibility to consumers and dealers
• Stay current on industry standards, lens technologies, and optical terminology relevant to sport performance eyewear
• Serve as an internal resource to the Customer Service team on prescription-related questions

Order Entry & Documentation

Keep Rx records precise — errors here have real consequences.

• Enter and manage Rx orders in the system with full accuracy across prescription details, configurations, and special instructions
• Maintain complete records of all Rx cases, returns, and resolutions
• Assist with scanning, filing, and organizing Rx vendor invoices and related documentation

REQUIREMENTS

Required

• Meaningful hands-on experience with prescription eyewear, reading Rx scripts, understanding lens specifications, and applying optical terminology in a customer-facing setting
• Background in optical retail, an optical lab, wholesale optical, or a related environment
• Prior customer service experience with strong communication skills across phone, chat, and email
• High attention to detail and accuracy, particularly with prescription data entry and documentation
• Ability to multitask and manage multiple cases and channels simultaneously

Highly Preferred

• Licensed Optician or ABO certification
• Experience supporting optical dealers or wholesale optical accounts
• Familiarity with sport performance eyewear, wrap-frame optics, or non-standard RX configurations
• Experience with Zendesk or similar ticketing/CRM systems
• Experience with ERP or order management systems
• Interest in or familiarity with cycling, running, triathlon, or other outdoor sports

Rudy Project North America is an equal opportunity employer.

Pay: $21.00 - $24.00 per hour

Expected hours: 8.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Ability to Commute:

• San Clemente, CA 92672 (Preferred)

Work Location: In person

Salary : $21 - $24