Eli Global

  • L1 Customer Service Representative

    Posted Date 2 weeks ago(2 weeks ago)
    Job ID
    # of Openings
    Job Location
    Customer Service/Support
  • Overview

    The Client Service Representative is responsible for ongoing support for all My Vision Express users. Client Service Representatives will provide technical and clinical support to system end users by gathering user steps/data, diagnosing issues, documenting the details, troubleshooting to the extent possible and providing resolution steps. This role will follow established procedures for documenting tickets and escalating to other resources in the company, as needed. My Vision Express Service Representatives serve as the main point of contact for My Vision Express users. As the primary company representatives, it is imperative that employees in this position provide clear, friendly and timely written (typed) and verbal communications to all My Vision Express users.


    • 3+ years of experience in a support or related position.
    • Experience working in an eye care (optometry or ophthalmology) practice, or optical store is a plus.
    • Familiarity with privacy regulations, specifically HIPAA.
    • Ability to interact effectively with both, non-technical and highly technical users.
    • Willingness to research and figure out complex software issues.
    • Familiarity with troubleshooting methodologies.
    • Ability to work independently.
    • Excellent written and verbal communication skills.

    Preferred Qualifications:

    • Bilingual in English and Spanish preferred.
    • Strong interpersonal skills
    • Ability to relate well to internal and external clients and understand their needs.
    • Familiarity with Salesforce is beneficial.


    • Delivers technical and clinical service and support to My Vision Express users using the Client Support phone system and online ticket tracking tools.
    • Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services
    • Effectively listens to clients and gathers information from clients when evaluating and analyzing the problem or feature request
    • Researches required information using available resources and provides a quality response
    • Escalates issues as needed to team members, using appropriate escalation channels
    • Works with My Vision Express partners/third party vendors to diagnose/troubleshoot client issues, as needed
    • Follows established processes and procedures
    • Identifies and escalates priority issues appropriately
    • Accurately records client interactions using Salesforce
    • Provides excellent client service and follows-up with clients as necessary
    • Understands My Vision Express system functionality and tools
    • Stays current with system information, changes and updates
    • Proactively seeks information, training, and assistance, as needed, to perform job functions
    • Collaborates, shares, and assists teammates to build personal and team competencies and meet client’s needs
    • Assists with sales, training, and implementation tasks, as needed
    • Additional duties as deemed necessary by management.


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