Phone Optician

Job Description

Phone Optician

Location: San Diego, CA

Department: Sales

Classification: Full Time, Non Exempt

Who We Are

SportRx is a dynamic and innovative company dedicated to helping people see better. Our customers and the brands we partner with like Nike, Oakley, and Ray Ban love SportRx because of our unparalleled pre and post purchase service. We take customer satisfaction so seriously that saying “no” to a customer requires a supervisor’s approval.

We are looking for a knowledgeable and customer focused Phone Optician to join our Sales team and support customers through exceptional service, product expertise, and order accuracy.

Position Summary

The Phone Optician is responsible for assisting customers primarily through live phone calls, chat, and email. This role supports customers with eyewear questions, order processing, remakes, and upgrades, while delivering a high quality and personalized experience. When working onsite, this position also provides support in the showroom as needed.

What You’ll Do

• Answer incoming and outgoing customer phone calls

• Monitor and respond to live chat and offline chat messages

• Respond to customer emails in a timely and professional manner

• Process web orders including remakes, upgrades, and lens confirmations

• Restyle and remake orders as needed

• Create optician tools and documentation as required

• Attend sales, returns, and product training meetings

• Test and support return merchandise authorizations

• Provide showroom support during onsite shifts as needed

What We’re Looking For

• High school diploma or GED required

• American Board of Opticianry certification required

• Three years of optical experience required

• One year of customer service experience required

• Strong verbal and written communication skills

• Ability to explain optical terms clearly and confidently to customers

• Excellent organization, time management, and problem solving skills

• Dependable, punctual, and team oriented mindset

• Ability to maintain confidentiality and follow company policies

Technical Skills

• Proficiency in Microsoft Office including Teams, Word, Excel, Outlook, PowerPoint, and SharePoint

• Experience using optical equipment such as lensometers and pupilometers

• Familiarity with optical or ecommerce systems preferred such as Magento, SIMS, Zendesk, or similar

• Comfortable working with standard office tools and platforms including Zoom and Slack

What We Offer

• Competitive compensation based on experience

• Medical, dental, and vision benefits

• Generous employee eyewear discounts

• A collaborative and customer first culture

• Ongoing training and opportunities to grow within the company

If you are passionate about eyewear, enjoy helping customers, and thrive in a fast paced environment, we would love to hear from you.