Associate Customer Experience Specialist

Job Description

Job Description

Who We Are

LensProToGo is a photo and video rental company based in Concord, MA, proudly serving customers nationwide. We’re not focused on being the biggest—we are focused on being the best. That means flexible options, personalized service, and a genuine commitment to every customer who walks through our door, picks up the phone, or places their order online, whether they’re a seasoned professional or renting gear for the first time. Behind the scenes, you’ll find a tight-knit team that takes real pride in what they do. If that sounds like somewhere you’d want to be, we’d love to hear from you.

Position Summary

A Customer Experience Specialist is the heart and soul of our mission. This role involves directly supporting our customers, ensuring seamless rental transactions, providing expert technical guidance, and maintaining the industry-leading customer experience that LensProToGo is known for. Customer Experience Specialists operate in a hybrid model, combining in-office and remote work.

(This is a position with our LPTG office in Concord, MA that falls under the Lensrentals umbrella.)

Essential Job Functions

• Exceptional Customer Service: Answer phones with a bright and positive demeanor, even during busy periods, and ensure every customer feels valued.

• Gear Expertise: Walk customers through equipment, answer usage questions, and share your knowledge to help them get the most out of their rentals.

• Rental Process: Streamline the rental process by explaining rental procedures clearly and efficiently.

• Order Fulfillment: Accurately complete and process orders for our shipping department.

• Problem-Solving: Identify customer needs and issues, then provide prompt and effective solutions.

• Order Analysis: Monitor incoming orders to proactively identify and resolve potential issues.

• Post-Rental Service: Once an order is returned, follow up with customers to resolve any outstanding issues, such as missing equipment or unpaid balances.

Requirements & Qualifications

• A passion for delivering a customer-first experience.

• Strong knowledge of photography and videography equipment (cameras, lenses, accessories).

• Ability to clearly and concisely communicate technical information.

• Exceptional organizational skills and attention to detail, especially for order accuracy.

• A genuine desire to contribute to a close-knit, collaborative team.

• Ability to quickly and calmly resolve problems such as shipping delays or damaged equipment.

Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods.

• Ability to consistently answer phones.

• Ability to lift and handle packages for local pickups weighing up to 50 lbs.

Benefits

• Starting pay is $20/hr

• Health, Dental, and Vision insurance

• Paid Vacation and Sick Leave

• 401(K) with company match

• Casual work environment

• Monday-Friday schedule with paid lunch breaks

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.