Experienced Eyewear Customer Support Representative

Job Title:

Customer Support Representative

Position Overview:

• Location: Torrance, CA 90502
• Start Date: Immediate
• Salary: $xx.00/hour
• Employment Type: Full-time, Non-exempt
• Monday to Friday 8 am - 4.30 pm

General Position Summary:

Provide high-level customer service per company standards throughout eyewear selection, ordering, fitting, and post-purchase inquiries.

Promote teamwork and support various management positions as required.

Analyze Customer Support data to drive improvements in the support structure.

Essential Job Functions:

• Recommend lenses, coatings, and frames via online or phone consultations based on customer prescriptions and vision needs.
• Provide direct support for selecting, ordering, fitting, and adjusting eyewear online or by phone.
• Quickly and warmly handle customer queries and complaints, including sales support, payments, and returns.
• Oversee and manage inventory in the team.
• Always maintain professionalism in greeting customers promptly and warmly.
• Foster strong team relationships to create a welcoming atmosphere.
• Attend staff meetings and training to deliver top-notch customer service aligned with company objectives.
• Stay updated on industry trends and integrate new insights into your work.
• Regularly document and record information to facilitate knowledge sharing.

Qualifications:

• High school diploma or equivalent (G.E.D).
• Authorized to work legally in the United States.
• Over 24 months experience in the optical industry.
• Basic Microsoft Excel and computational skills.
• Flexible schedule capability.
• ABO certification preferred.

Desired Characteristics:

• High level of concentration on work
• Smooth communication skills
• Teamwork and cooperation
• Proactive attitude and willingness to contribute
• Ability to propose ideas for process optimization

Benefits:

• Health, dental, and vision insurance
• Paid time off
• Employee discount
• A $2 per hour wage increase upon obtaining ABO certification
• Semi-annual performance reviews for potential promotion and salary adjustment

Performance Metrics:

Attitude

• Attendance: Ensure punctual and reliable presence.
• Professionalism: Maintain respect and integrity in all actions.
• Policy Adherence: Follow all company policies as outlined in the Employee Handbook.

Contribution:

• Teamwork: Work collaboratively to meet team goals.
• Expertise Sharing: Enhance team skills by sharing knowledge.
• Process Improvement: Seek ways to enhance operational efficiency.

Performance:

• Customer Satisfaction: Aim for high customer NPS (Net Promoter Score) and positive reviews.
• Productivity: Deliver quality work efficiently.
• Adaptability: Demonstrate flexibility in handling various tasks.

Non-Essential Job Functions:

• Assist with email inquiries and calls regarding retail stores.
• Organize product inventory on the sales floor and in storage.
• Carry out additional tasks assigned by managers.

Tools & Equipment Used:

• Computers, telephones, e-fax and copy machines, calculators.
• Ophthalmic measuring tools, optical hand tools.

About JINS Eyewear:

Since its founding in 2001, JINS has expanded globally from its Japanese roots, boasting over 800 stores worldwide. Under the motto "Magnify Life," JINS aims to enhance customers' lives through innovative eyewear.

Sustainability and Social Responsibility:

JINS is committed to minimizing environmental impacts and fostering positive community contributions. Initiatives include using recycled materials in frames and eco-friendly packaging, supporting visual aid programs and disaster relief efforts, publishing sustainability reports, and pursuing energy efficiency in operations.

Equal Employment Opportunity:

JINS EYEWEAR US, INC. is an equal opportunity employer, not discriminating against any employee or job applicant based on race, color, national origin, ancestry, sex, gender identity or expression, age, religion, disability, veteran status, genetic information, or any other characteristic protected by law. This policy encompasses all employment practices, from hiring to benefits.

Job Type: Full-time

Pay: From $23.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• 2 years

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Experience:

• Optical Industry: 2 years (Required)

License/Certification:

• ABO Certification (Required)

Ability to Commute:

• Torrance, CA 90502 (Required)

Ability to Relocate:

• Torrance, CA 90502: Relocate before starting work (Required)

Work Location: In person