**International company looking for talent to join our team!**
Intugo in partnership with an American company that is a 25 year old, family-owned optical laboratory specializing in freeform prescription lenses and industry-leading turnaround times.
As a Bilingual Customer Service Representative, you will be the primary point of contact for our English and Spanish-speaking clients. You’ll use your optical knowledge and warm communication style to answer questions, take orders, process payments, and resolve issues—ensuring every job moves smoothly from order entry to shipment.
**Key Responsibilities**:
- Customer Communication:_
- Build and maintain strong relationships by offering clear, knowledgeable guidance on the products and services.
- Order Management:_
- Accurately enter new orders into our system and update existing orders.
- Monitor the daily “jobs and orders” sheet to ensure on time processing and shipping.
- Identify and escalate rush jobs, pushing them through production as needed.
- Proactively call customers to notify them of any expected delays and provide alternatives.
- Sales & Payments:_
- Take product orders and process payments (credit card, ACH, etc.) over the phone.
- Upsell relevant coatings, treatments, or upgrades when appropriate.
- Issue Resolution:_




- Handle customer problems or complaints with professionalism, empathy, and a solutions-focused approach.
- Coordinate with production, shipping, and management teams to expedite solutions.
- Product Knowledge:_
- Stay up to date on prescription lens designs, coatings, materials, and industry trends.
- Conduct internal training refreshers and share insights with the team.
- Fluency in English & Spanish (verbal and written)
- Optical Industry Experience
- Prior work in an optical lab, eyecare practice, or eyewear retailer
- Strong understanding of prescription glasses, lens types, coatings, and Terminology
- Excellent phone etiquette and comfort taking orders/payments over the phone
- Ability to multitask in a fastpaced environment and manage priority shifts
- Proficient with our ability to quickly learn order tracking and CRM systems
- Exceptional organizational skills and attention to detail
- Positive, customerfirst attitude with a knack for problem solving
Tipo de puesto: Jornada completa
Sueldo: $25,000.00 - $30,000.00 al mes
Experiência:
- Optical Industry: 1 año (Obligatorio)
- Call Center: 1 año (Obligatorio)
Idioma:
- Advanced English (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Bilingual Customer Service (Zapopan)
🏢 Intugo
📍 Zapopan