EyeCare Advisor

LensCrafters is a place for visionaries, pairing state-of-the-art technology with a truly personal approach to eye care. Everything we do is centered around sight, delivering quality care to help people see the joy in life. As part of EssilorLuxottica, a global leader in vision care products, we drive innovation in optical care and join a community of over 200,000 dedicated employees worldwide.

About the role

The EyeCare Advisor creates exceptional value in the lives of customers by delivering the LensCrafters Experience. This role ensures all patients receive the highest quality optometric care, integrates the brand story, and links the doctor and retail functions seamlessly to meet the store’s key performance indicators.

Responsibilities

• Greet customers within 30 seconds and answer the telephone within 3 rings in a friendly, courteous manner.
• Explain all required paperwork, tests, products, and services to customers and patients.
• Review prescriptions and patient information carefully; identify special needs and consult with Opticians, Managing Doctors, or Retail Management as needed.
• Demonstrate patience and courtesy to indecisive or difficult customers and patients.
• Perform work accurately and thoroughly despite time pressure and customer volume.
• Identify and resolve situations involving unsatisfied customers quickly.
• Demonstrate knowledge of appointment book/scheduling procedures and computer operations.
• Handle and file patient records efficiently and in accordance with HIPAA.
• Place contact lens orders, process shipments, and submit invoices for payment.
• Operate the POS system, inputting customer/patient and prescription information accurately.
• Collect proper payment following company security procedures for transactions such as credit cards, layaways, discounts, insurance, and coupons.
• Explain "One Hour" processing and expected delivery times to customers.
• Maintain store appearance and ensure visual displays align with company guidelines.
• Maintain a safe working environment for associates and patients.
• Respond quickly to changes in store promotions with appropriate staff communications and materials.

Retail

• Demonstrate product knowledge and describe the features and benefits of various lenses and frames.
• Assist customers in selecting frames and lenses suited to their vision, lifestyle, and budget.

Doctor’s Office

• Perform all pre-examination testing with accuracy and explain measurements to patients.
• Provide coaching and guidance to patients on the care and handling of contact lenses.
• Maintain and disinfect contact lens inventory; provide clinical support to the Optometrist as needed.

Requirements

• High School graduate or equivalent.
• Strong customer service skills (internal and external).
• Knowledge of current fashion trends.
• Strong communication and listening skills.
• Problem-solving ability.
• Familiarity with cash registers, computers, and calculators.
• Organizational skills.
• Sales skills.
• Strong basic math skills.
• Knowledge of office and store merchandise.

Preferred Qualifications

• Previous experience in customer service, retail, and/or optical.
• Strong interpersonal skills.

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. You may also be offered a competitive bonus and/or commission plan.

Benefits

• Health care coverage.
• Retirement savings plans.
• Paid time off/vacation.
• Various employee discounts.