Wholesale Optical Customer Service That Cares

The Ladies Of IcareLabs Customer Service Team


Here at IcareLabs, we understand that every job we process is more than just a number. Every lens tells a story. It's your patient that we get to help recreate perfect vision for!


Our customer service team understands this too, which is why we've geared our entire company around being able to provide your practice with the best customer service possible.


We are able to maintain a 98.3% answer rate. When our accounts call us, we answer!


Our team of 8 representatives, whose sole purpose is taking care of you and your needs have over 120 years of combined optical experience.  We are just a phone call or keystroke away. Even with all this experience, we know that this is an ever-changing industry so we focus on weekly product training and utilize all vendors' training resources.


Having a customer service team right here on-site at the lab also means better communication with our entire staff. This helps ensure the whole Icare family is up to date on the needs of our customers so you're better able to take care of your patients. We've always found that realistic expectations are always the best way to operate.


While all of this experience and training gives us one of the most knowledgeable teams in the industry, we just can't know it all. IcareLabs expert IT Department has given us a fantastic system and resources at hand for us to utilize should we not have an answer from memory.  Most of which are also available to everyone right on our newly redesigned Resource Center!


Our Director of Sales and Marketing, James Stephany,  who I simply refer to as "Boss", has over 25 years of optical experience. With many years spent both in labs and retail, he continues to be a resource that many of our customers rely on to help build their practices. 


As the Customer Service Coordinator, I've been part of the Icare family for over 10 years. I constantly strive to learn as much about new product offerings as possible while also helping the customer service team meet/exceed our goals.


IcareLabs provides you the most complete online customer portal available with our myIcareLabs.com website which allows you to not only place/track all of your work but also allows you to view our entire database of lenses. You can also keep track of your accounting information and easily process redos/remakes for credits 24/7!


Having all of this available not only gives you as much control as possible but also allows our customer service team to take care of your account in other ways like rush jobs or answering product questions. That's how we are able to maintain one of the highest answer rates in the industry.


With over 97% of our work processed here in-house, our customer service team knows exactly what we can and can't do. When you need something done our team can let you know exactly how quickly we can get it out to you.


When John W. Payne started the company over 51 years ago, one of his main ideals was taking care of the team so the team can take care of you. His sons Skip and Scott Payne have always held this true, as do their sons Tyler, James, Danny, and Troy Payne. Having 3 generations of the Payne family lead our company shines through to our entire customer service team.


If you're looking for a wholesale optical lab that will treat you like family instead of just another account number, then give IcareLabs a try and see the Icare difference for yourself.

Join the Icare family today!


Leave a Comment