We Are Hiring
Customer Experience Specialis
Payne Glasses (www.PayneGlasses.com)
Full-Time position
Hourly to start
Pittsburgh, PA (South Hills Area)
ABOUT PAYNE GLASSES:
If you wear prescription glasses, especially with a progressive Rx, then you know they can be as expensive as a high-end smartphone. We are going to let you in on a little secret. There’s no reason for this. With today’s massive production of frames and lenses, you can imagine the cost of making eyewear is now more cost-effective than ever. We at Payne Glasses consider ourselves the “Robin Hood” of the eyewear industry, committed to eliminating this “pain” of needless, through-the-roof retail pricing by offering the most competitive prices on the market.
JOB SUMMARY:
Payne Glasses is seeking enthusiastic and dedicated Customer Service Representatives to join our team. The ideal candidates will be passionate about providing exceptional customer service and ensuring customer satisfaction. You will be the first point of contact for our customers, addressing their inquiries, resolving issues, and providing product information.
KEY RESPONSIBILITIES:
- Customer Interaction: Respond to customer inquiries via phone, email, text, live chat, and social media in a timely and professional manner.
- Issue Resolution: Resolve customer issues efficiently, aiming for first-contact resolution and ensuring customer satisfaction.
- Order Processing: Assist customers with placing orders, tracking shipments, and processing returns and exchanges.
- Product Knowledge: Maintain a thorough understanding of Payne Glasses products and services to provide accurate information and recommendations.
- Technical Proficiency: manage relationship management systems, utilize software programs and electronic tools to resolve customer inquiries
- Follow-Up: Conduct follow-up communications to ensure customer issues are resolved and they are satisfied with the service received.
- Team Collaboration: Work closely with other team members and departments to ensure a seamless customer experience.
- Continuous Improvement: Participate in training sessions and stay updated on best practices and new tools to enhance customer service skills.
QUALIFICATIONS:
- People Person, positive attitude, empathy and genuine desire to help customers
- Captivatingly fun, yet professional personality
- Excellent communication skills, both written and verbal
- Strong problem-solving abilities and attention to details
- Previous experience in customer service preferred
- High school diploma or equivalent
- College degree (not required) in business, marketing, communications
- Must pass the opticianry board exam or have obtained ABO opticianry certification
BENEFITS:
- Competitive salary and benefits package (401K)
- Paid overtime
- Opportunities for professional growth and development
- Friendly and supportive work environment
- Employee discount on Payne Glasses product
- Flexible schedule
HOW TO APPLY:
Please send a resume and cover letter to careers@payneglasses.com with the subject line: “Customer Experience Specialist.” (Do not be afraid to take a bold, yet concise conversational tone in your cover letter. This role is very conversation oriented, so let’s see it)
Optician – Customer Experience Specialist Payne Glasses (www.PayneGlasses.com) Full-Time | Pittsburgh, PA (South Hills Area) | Hourly to start
Optician – Optical Services Specialist
Payne Glasses (www.PayneGlasses.com)
Full-Time
Pittsburgh, PA (South Hills Area)
Hourly to start
ABOUT PAYNE GLASSES
Eyewear is essential—but the industry has made it overpriced and outdated. Payne Glasses is an e-commerce company changing how people buy glasses by combining affordability, quality, and convenience.
We’re building a team of optical professionals who want to use their skills in a modern, digital environment—not stuck on the sales floor of a chain store. If you’re ready to grow with a fast-moving company that values expertise, innovation, and flexibility, this role is for you.
WHY THIS ROLE IS DIFFERENT
– No retail grind – step away from sales quotas and mall hours. – Focus on customers, not quotas
– Unlike retail or call centers, your success here isn’t measured by upsells or how fast you close a ticket. We care about real problem-solving, empathy, and making sure the customer walks away happy.
– Flexible schedule – designed around work/life balance (some weekend availability may be needed, but no late mall nights).
– E-commerce growth – join a company on the rise with opportunities to expand into operations, quality assurance, training, or merchandising.
– Impactful work – your optical knowledge helps customers see clearly and feel confident.
ROLE SUMMARY
As a Customer Experience Specialist, you’ll support customers through phone, chat, email, and social. You’ll guide them on lens and frame choices, troubleshoot prescription or fit issues, and coordinate smooth remakes and returns. You’ll collaborate with lab and operations teams to ensure accuracy and top-tier service—making sure every pair of glasses feels like a perfect fit.
KEY RESPONSIBILITIES
– Advise customers on lens designs (progressives, photochromic, polarized, specialty) and frame fit.
– Troubleshoot measurements, PD/seg heights, and prescription-related issues with empathy and clarity.
– Process orders, remakes, and exchanges while tracking progress through our e-commerce systems.
– Partner with lab and ops teams on quality checks and workflow improvements.
– Stay current on optical trends and digital customer service tools.
QUALIFICATIONS
– Optical experience required (dispensing, adjustments, troubleshooting, or equivalent).
– ABO certification not required (but always a plus).
– Strong communication skills—both written and verbal.
– Tech-comfortable (CRM systems, chat, email).
– Detail-oriented, patient, and customer-focused.
– High school diploma or equivalent required; college a plus.
BENEFITS
– Competitive hourly pay + overtime eligibility.
– Flexible scheduling (some weekends may be required; no rigid mall hours).
– Employee discounts on Payne Glasses products.
– Supportive, collaborative team culture.
– Real growth opportunities in a fast-expanding e-commerce company.
HOW TO APPLY
Send your resume and a short cover letter to careers@payneglasses.comwith subject: “Optician – Customer Experience Specialist”.
(Pro tip: Skip the stiff corporate tone. We want to see your personality and your passion for helping people see better.)
