Lead EyeCare Advisor

About the role

The Lead EyeCare Advisor creates exceptional value in the lives of our customers by delivering the LensCrafters Experience. Ensures all patients receive the highest quality Optometric care by performing and managing the key steps. Delivers the store’s key performance indicators by integrating the Brand Story and ensuring flawless execution of the patient experience/behaviors and seamlessly links the doctor and retail functions together.

Responsibilities

• Greets customers without delay when they enter the location.
• Promptly answers the telephone in a friendly and courteous manner.
• Explains all required paperwork, tests, products and services as well as the appropriate time frame.
• Is attentive to details; reviews prescriptions and/or patient information carefully; identifies special needs, consulting with Optician, Managing Doctor or Retail Management when necessary.
• Shows patience and courtesy to indecisive or difficult customers and patients.
• Performs work accurately and thoroughly despite time pressure and customer volume.
• Identifies situations involving unsatisfied customers and acts quickly for resolution.
• Strives to achieve "Exceptional Results” on LensCrafters’ annual CEI/Functional Skills that align with brand priorities.
• Handles and files all patient records in an organized and efficient manner in accordance with HIPAA.
• Places contact lens orders, processes shipments and properly submits invoices for payment.
• Operates the POS system terminal inputting customer/patient and prescription information with accuracy and attention to details.
• Accurately operates the POS system, when required, collecting proper payment following company security procedures and retaining proper change for a variety of transactions, such as credit cards, layaways, discounts, insurance and coupons.
• Explains to customers “One Hour” processing and expected delivery times.
• Takes pride in the appearance of the store and ensures visual displays are in