SpecialEyes Customer Service Representative

Job Requisition NameSpecialEyes Customer Service Representative Job Requisition NoVN8459 Work Location NameUSA - Sarasota Worker BasisFull Time Worker TypeEmployee Contract TypePermanent Applications Close DateOct 31, 2026 Purpose

As a SpecialEyes Customer Service Representative, you will be part of the Customer Service team supporting premium custom contact lenses. You will join our fast-paced call center and work directly with eye care providers across the country, including optometrists, ophthalmologists, and practice directors, delivering legendary service and expert support throughout the customer journey.

Key Responsibilities

• Deliver a legendary customer service experience with every interaction
• Communicate directly with customers by phone and respond to customer emails and faxes within the agreed timescale
• Assist eye care providers in designing and processing custom contact lens orders
• Use your understanding of contact lenses and their basic fitting principles to support customers and help identify appropriate solutions
• Educate practitioners on product features, services, and ordering processes
• Troubleshoot, document, and resolve product or service issues based on customer-reported problems and in accordance with standard operating procedures
• Ask the right questions to understand customer needs, investigate issues, identify possible solutions, and follow through to resolution
• Develop and maintain a strong knowledge of evolving products, services, terminology, and processes
• Communicate confidently and professionally with highly knowledgeable customers, including optometrists, ophthalmologists, and practice directors
• Identify opportunities to cross-sell during the customer journey
• Take ownership of customer cases and work independently to find information and solutions when needed

Qualification

This role is ideal for someone who enjoys a fast-paced environment, takes ownership of their work, and is motivated by solving problems and supporting highly knowledgeable customers.

• Basic understanding of contact lenses, including their purpose, fitting, and adjustment; previous experience working with contact lenses or in an eye care environment is a strong advantage
• Strong problem-solving skills and the ability to investigate customer-reported issues and identify appropriate solutions
• Excellent written and verbal communication skills, with the ability to clearly and professionally communicate product information and recommendations to a highly knowledgeable audience
• Comfortable speaking directly with customers by phone and building relationships with eye care professionals and practice directors
• Willingness and ability to learn professional ophthalmic and contact lens terminology and independently research unfamiliar terms, products, or concepts
• Self-starter with the ability to plan and manage time independently and achieve desired results
• Highly driven, proactive, and comfortable taking ownership without requiring step-by-step supervision
• Works with a high sense of urgency to meet and exceed company and customer expectations
• Strong knowledge of Microsoft Office Suite, including Outlook, Word, Excel, SharePoint, and Teams

Company

BVI is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver (Knives and Blades), Visitec (Cannulas), Malosa (Single-Use Instruments), Vitreq (Vitreoretinal Surgical Products) and PhysIOL (Premium IOLs), and spans more than 90 countries.

We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.com