LensCrafters - Lead EyeCare Advisor

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.GENERAL FUNCTIONThe 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.MAJOR DUTIES & RESPONSIBILITIESGreets 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 accordance with Company provided guidelines.Maintains safe working environment for all associates/patients.Quickly responds to changes in store promotions with appropriate staff communications, graphics, and point of purchase materials.RETAILDemonstrates good product knowledge; takes initiative to accurately describe the features and benefits of various lenses and frames.Assists the customer in selecting frames and lenses that are best suited for their vision, lifestyle and budgetary.Takes time to help the customers and answer questions giving them a better understanding of available options.DOCTOR’S OFFICEPerforms all pre-examination testing with accuracy and attention to detail.Utilizing clinical and product knowledge, provides coaching and guidance to patients on the care and handling of contact lenses.Responsible for the maintenance and disinfection of contact lens inventory; provides clinical support to the Optometrist as needed.BASIC QUALIFICATIONSHigh School graduate or equivalent.1 Year of experience.Customer service skills (internal and external).Knowledge of current fashion trends.Problem solving ability.Familiarity with cash register, computers and calculators.Organization and sales skills.Strong basic math skills.Knowledge of office and store merchandise.Strong interpersonal skills.PREFERRED QUALIFICATIONSPrevious experience in customer service, retail and/or optical.

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