Job: bilingual customer service FT/PT in Brookfield, WI

Role: OPTICIAN:RETAIL/HEALTH OFFICE ADMIN

Reports to: CENTER MANAGER

GENERAL FUNCTION

Create exceptional value in the lives of our customers by delivering legendary customer service. Ensure enthusiastically satisfied customers all the time by performing and coordinating implementation of all corporate processes and values. Build a secure and safe, supportive and motivating working environment which encourages innovation and commitment. Achieve center successes by working towards the achievement of Wildly Important Goals.

MAJOR DUTIES AND RESPONSIBILITIES

Commitment to Patient Satisfaction

• Conveys a commitment in providing 100% Customer Service through enthusiasm and professionalism of self. Has competent, knowledgeable as measured by these key indicators:
  • Overall Patient Satisfaction
  • Knowledgeable/Friendly Service
  • Service after the sale
• Anticipates problems before they occur; explores underlying reasons for recurring customer concerns; goes beyond symptoms to get causes; strives to develop long-term solutions to problems. Holds opticians accountable for the customer service they provide to their patients.

Standards of Performance

• Strives to achieve “Far Exceeds Expectations” on all Standards of Performance.
  • Overall Excellence in Customer Satisfaction
  • AES
  • Lifestyle Pairs (WIG)
  • Eye Exam Only (WIG)
  • Remakes
  • Premium Product Sales; Pure Coat, High-end frames, Individual, etc.
  • Protection Plans
  • Visual Fields

Product Knowledge & Communication

• When needed demonstrates good product knowledge; takes the initiative to accurately describe the features and benefits of various lenses and frames by using the following tools: Frame boards and displays, Lens Center and samples
• Assists the customer in selecting frames and lenses that are best suited for their lifestyle and Rx. Suggests improvements and recommends solutions to problems.
• Takes time to help the customers and answer questions giving them a better understanding of available options. Shows patience and courtesy to indecisive or hard-to-please customers; offers to track down answers to unfamiliar questions or products.
• Uses the Lifestyle section of the OD Exam Form to educate patients on products that will best meet all of the needs of their lifestyle; boating, fishing, driving etc.
• Follows all guidelines for properly billing insurances and all necessary follow through

Administrative

• Follows all policies and procedures in the “Policy & Procedure Handbook”
• Completes and files in a timely manner all necessary center corporate and patient paperwork being thorough and exact in detail. (commissions, etc.)
• Enters patient information for Doctors.
• Promotes teamwork within centers as well as corporate and lab employees.
• Timely response to corporate memos
• Participation in activities such as: health fairs, labor day events, marketing events, etc.

Loss Prevention & Inventory

• Adheres to all current Company policies and procedures regarding product and acknowledging receipt and disposition of physical inventory.
• Minimizes both external and internal product loss through:
  • Securing specific product lines (locking them up, behind counter, etc.,)
  • Exit & Entrance Security
  • Proper Alarm Code execution and follow-up (Even when alarm goes off in the middle of the night)

OD Relationships

• Maximizes Optometric partnerships through participation and involvement in the following;
  • Proper patient scheduling
  • Proper execution of “seamless transition experience” for patients. (chart handoff w/ recommendations)
  • Data entry preparing patient information

Maintains Center Appearance & Safety

• Takes pride in the appearance of the center and shows initiative in keeping the displays and inventory clean, attractive and organized.
• Follows all guidelines on the center visitations form.
• Follows all merchandising principles; POS materials, frame board merchandising, etc.

Knowledge & Skills

• Knowledge of current optical theory and practices.
• Strong communicator and listener
• Strong oral and written communication skills
• Strong basic math skills
• Awareness of current fashion trends
• Strong inter-personal skills (friendly, caring, patient and enthusiastic)
• Sales and problem-solving skills
• Organizational skills
• Sound judgment and decision making

Education

• ABO Certification or working toward certification preferred
• High school diploma/GED or equivalent

Experience

• Previous experience in customer service preferred
• Data entry and MS Office experience preferred

Working Conditions

• On feet most of the day
• This description is not intended to include all job duties. Employees may be requested to perform job-related tasks other than those specifically presented in the description.