Back Office Technician

Acuity Eye Group•Encinitas, CA

2d•Hybrid

About The Position

This role offers an excellent opportunity to engage with our diverse customer base and contribute to delivering exceptional service. Fluency in Spanish is a plus, as it will help us better serve our Spanish-speaking clients and expand our outreach. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate. Ability to travel to between offices. While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk, and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment. All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.

Requirements

High School education, GED or equivalent
Valid driver’s license and automobile insurance
Proven experience in customer service or a related field
Excellent communication skills in English
Strong problem-solving and conflict resolution abilities
Ability to work effectively in a fast-paced environment
Good organizational skills and attention to detail
Proficiency with customer service software and CRM tools
Positive attitude and a team-oriented mindset
Team player and contributor coupled with excellent communication and interpersonal skills (oral and written)
Skills required include use and knowledge of WORD, EXCEL and use of standard office equipment
Ability to respond to common inquiries from customers, staff, vendors, or other members of the community
Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure
Ability to interpret and apply policies and procedures
Must address others professionally and respectfully by actions, words, and deeds
Detail oriented, organized, process focused, problem solver, self-motivated proactive, customer service focused
Displays independent judgment by willingness to make timely and accurate decisions based on available information that is sometimes vague or limited in nature
Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work
Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic

Nice To Haves

Fluency in Spanish
Experience in the Ophthalmic or Optometric Industry
Experience as a Back Office Technician
Certified Ophthalmic Technician (preferred)
Certified Ophthalmic Assistant (preferred)
Valid Driver’s License may be required based on clinic location(s)

Responsibilities

Respond promptly and effectively to customer inquiries via phone, email, and chat
Provide accurate information about products and services
Resolve customer issues and complaints with professionalism and empathy
Document customer interactions and update account information accurately
Collaborate with team members to improve service quality and customer satisfaction
Assist in identifying opportunities to enhance customer experience
Ability to travel to other clinics as assigned
Ability to travel to between offices