GlassesUSA.com has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting-edge in-house technologies and data-driven philosophy constantly keep us on the frontline of the global eCommerce B2C industry.
We are looking for a Customer Experience & Billing Specialist to assist our customers with all their billing needs. The CX Billing Specialist responsibilities include resolving customer queries, recommending solutions and solving billing inquiries and issues. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish our reputation as a company that offers exceptional customer experience during all sales and after-sales procedures.
Qualifications:
- Two years minimum customer service experience required.
- Understanding of how CRM systems work.
- Proficiency in the Google Suite and Microsoft Suite.
- Excellent communication and problem-solving skills.
- Multi-tasking abilities are a must.
- Experience handling invoices and billing
- Experience with refunds is a plus
- Experience in customer service/support/sales or a similar role via live chat, phone, and email is a plus.
- Familiarity with our industry is a plus.
- Experience using help desk software is a plus.
- Familiarity with eCommerce and/or Optical Industry is a plus.
Responsibilities:
- Responding to customer queries in a timely and accurate way via email, phone, live chat, and messaging.
- Diagnosing customer billing issues or requests, solving problems, and helping with queries about their order.
- Complete tickets based on priority and SLA protocols.
- Handling VIP customers - including order creation, refund calculations, ticketing, and resolving customer issues by phone.
- Completing daily tasks assigned.
- Leading and developing special projects and initiatives.
- Other duties as assigned.
What we’re looking for:
- An individual with a high attention to detail.
- Patience when handling tough cases.
- An Individual that is great with numbers and has an analytical mindset.
- Great customer service organization - deliver WOW to our customers.
- An individual that prioritizes teamwork.
- Someone who is dependable and reliable.
- Willingness to actively contribute to and lead improvement initiatives.
Benefits:
- Entitlements to the company’s benefits policy
- Paid time off
- Sick days
- Life Insurance
- Disability Coverage
- Referral Program
- Various other benefits via TriNet
Job Type:
Full-time. On site.
College Park, GA (Greater Atlanta Area)
Schedule:
- Monday-Friday
- Shifts for either 9 AM - 6 PM or 10 AM - 7 PM
Top Skills
What We Do
Disrupting the global eyewear industry, GlassesUSA.com is the fastest growing, leading online eyewear retailer. On a mission to change the way consumers purchase eyewear, we offer high-quality prescription eyewear at affordable prices.
Established in 2008 as a subsidiary of Optimax Investments, GlassesUSA.com has been recognized by Internet Retailer as a category leader and as a “Top-500 E-Retailer” six years in a row, and has been recognized Best Online Shops 2021 by Newsweek.
GlassesUSA.com houses a selection of over 9,000 frames by top designer brands including Ray-Ban, Oakley, Gucci, Armani, Muse, and more. Our state-of-the-art optical labs produce millions of the highest quality lenses for all our customer’s needs, from single vision to multifocals, progressives, sunglasses, sports, kids, blue light protection, smart audio glasses and more. We also carry an extensive variety of contact lens brands.
Optimax was founded by Daniel Rothman (CEO), Eldad Rothman (COO) and Roy Yamner (CTO). Alongside its primary DTC operation, GlassesUSA.com, Optimax also owns and operates United Vision Plan (UVP), a B2B platform that is disrupting the traditional vision benefit market by providing innovative online vision benefit plans with substantial savings to both employers and participants. As well as partnering with major healthcare and vision providers to enable online access to benefits for their participants.
To date, GlassesUSA.com has raised $95 million in fundings, with shareholders including Viola Growth and Tene Investment Fund.
