Job Summary

We are seeking an engaging, sales-driven, and detail-oriented Customer Service & Sales Associate to join our optical practice. In this role, you will be the primary point of contact for our patients and customers, guiding them through frame selection, explaining lens options, scheduling appointments, and managing front-desk operations. The ideal candidate combines a passion for customer service and retail sales with strong organizational skills to deliver exceptional eye care and eyewear experiences.

Core Responsibilities

- Customer Service & Consultation: Greet patients warmly, assist them in selecting frame styles that suit their face shape, lifestyle, and prescription, and recommend appropriate lens options and coatings (anti-reflective, photochromic, blue light filters, etc.).
- Sales & Up-Selling: Meet and exceed store sales goals by actively presenting eyewear options, secondary pairs, sunwear, and contact lens orders that best fulfill patient needs.
- Patient & Store Administration: Schedule eye exam appointments, manage phone inquiries, greet arriving patients, check patient intake forms, and handle checkouts, invoicing, and payment collection.
- Order Processing & Quality Check: Accurately enter prescription and order details into our practice software, submit orders to optical laboratories, verify incoming finished eyewear against prescriptions, and notify patients when orders are ready.
- Fitting & Minor Maintenance: Perform basic frame adjustments, minor repairs (screw replacements, nose pad adjustments), and teach first-time wearers basic contact lens insertion and care.




- Insurance Verification & Billing: Verify vision insurance benefits (direct billing) and clearly explain coverage, copays, and out-of-pocket costs to patients.
- Store Presentation: Maintain a clean, organized, and aesthetically pleasing retail frame display and dispense area.

Qualifications & Skills
- Customer Service & Sales Experience (Required): Minimum of 1–2 years of proven experience in retail sales, direct customer service, or high-touch hospitality.
- Optical Industry Knowledge (Preferred): Prior experience working in an optical dispensary, optometry clinic, or retail eyewear store—knowledge of lens types, frame materials, and vision insurance is a strong asset.
- Communication & Interpersonal Skills: Excellent verbal and written communication skills with a friendly, empathetic, and professional demeanor.
- Attention to Detail: High accuracy in reading/entering optical prescription numbers, processing billing transactions, and taking accurate notes.
- Computer Proficiency: Basic proficiency with computer software, POS systems, and scheduling platforms; comfort learning specialized optical management systems.
- Problem-Solving & Multitasking: Ability to manage patient flow efficiently in a fast-paced environment while maintaining composure and a customer-first mindset.
- Education: High school diploma or equivalent required

Pay: From $18.00 per hour Expected hours: 20.0 – 25.0 per week

Perks

- On-site parking
- Vision care

Experience:
- Customer service: 1 year (preferred)

Work Location: In person

📌 Customer Service Representative (Guelph)
🏢 Krystal Vision Optical
📍 Guelph