Store

LensCrafters is a place for visionaries, pairing state-of-the-art technology with a personal approach to eye care. As part of EssilorLuxottica, a global leader in vision care products, we are committed to delivering exceptional value in the lives of our patients through quality care and innovation.

About the role

Create exceptional value in the lives of our patients by delivering the LensCrafters Experience. Partner with the Managing Doctor (OD) to ensure all patients receive the highest quality optometric care. Integrate the Patient/Customer Journey to deliver key store performance indicators, seamlessly linking doctor and retail functions.

Responsibilities

• Ensure associate behaviors consistently exceed OD NPS (Net Promoter Score), patient retention, exam, and contact lens growth.
• Communicate the importance of annual eye exams and deliver best-in-class TAB (The Appointment Book) performance.
• Attract new patients to the practice and lead through the OD labor model.
• Assign pre-testing to optimize patient flow and ensure a positive experience.
• Greet patients promptly with a genuine, positive attitude.
• Answer the telephone courteously and promptly.
• Explain required paperwork, tests, insurance benefits, products/services, and timeframes.
• Make daily NEE (Next Eye Exam) calls and ensure appointment reminders are sent within 24 hours.
• Contact no-shows within 20 minutes of the scheduled appointment time.
• Collect and prepare patient data in TAB; prepare charts the night before appointments.
• Perform assessments, contact lens insertion/removal, and patient care training.
• Train and certify newly hired doctor’s office associates and coach on assessment quality.
• Order contact lens trials in advance and ensure stock is valid (not expired).
• Present annual supplies of contacts to patients and assist in recruiting high-caliber staff.
• Maintain the physician referral log accurately and provide scheduling feedback.
• Display patience and courtesy to all patients and staff, even under pressure.
• Process, maintain, and file patient records efficiently and in accordance with HIPAA.
• Collect and capture patient/prescription information and exam fees into the Point of Sale system.
• Ensure the office appearance aligns with brand guidelines and remains clean and clutter-free.
• Champion store promotions and deliver clear, constructive feedback to associates.

Requirements

• High School graduate or equivalent.
• Minimum of 3 years’ experience in patient service, leadership, or related roles.
• Strong interpersonal, coaching, and problem-solving skills.
• Excellent communication, listening, and sales abilities.
• Ability to manage time effectively, prioritize tasks, and work independently.
• Attention to detail and strong organizational skills.

Preferred Qualifications

• Previous experience in customer service, retail, and/or optical.
• Two years of optical or supervisory experience.
• Good ophthalmic lens product knowledge.

Benefits

• Health care coverage.
• Retirement savings plans.
• Paid time off/vacation.
• Employee discounts.
• Competitive bonus and/or commission plan.

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements.