Doctor's Technician

Stanton Optical • Tonawanda, NY

3d • Onsite

About The Position

The Doctor’s Technician is the first touchpoint for patients at the store and helps create an efficient transition between clinical services and the retail team. The role provides customer service, supports sales, and builds a strong partnership between retail and clinical services teams. It is an on-site position at a Stanton Optical store.

Stanton Optical is a full-service retail optical center focused on making eye care easy, accessible, and affordable. Team members are expected to support the vision, mission, and iCARE values of the parent company, Now Optics: integrity, collaboration, accountability, respect, and empowerment.

Requirements

• Associate’s degree, advanced certification beyond a high school diploma, or current enrollment in a comparable program.
• At least 2 years of experience providing outstanding customer service to patients and/or customers.
• Ability to communicate effectively with a diverse group of people.
• Ability to listen actively, build rapport, and empathize with patients.
• Proactive problem-solving skills to address potential patient concerns or rebuttals.
• Collaborative approach and ability to build respectful, cordial relationships with the team and patients.
• Results-driven ability to multitask, prioritize, and adapt to changing business needs in a team environment.
• Passion for customer satisfaction and a positive demeanor.

Responsibilities

• Greet patients and customers entering the store, identify their needs, and help provide an easy and memorable experience while informing them about available promotional products and services.
• Answer customer inquiries and gather information needed to facilitate sales.
• Build a strong partnership between the retail team and professional services.
• Schedule and confirm appointments; enter new-patient history and personal information into the system.
• Complete pre-tests, including obtaining a brief medical history and performing noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with resolving patient complaints and communicate the status of jobs to ensure patient expectations are met.
• Maintain brand standards by performing basic housekeeping as needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery; ensure customer orders are accurate and delivered on time.
• Maintain brand standards in the lab area and notify management about equipment malfunctions, incomplete orders, incorrect lenses, and related issues.
• Track delivery-time commitments, including Now Service and Ready When Promised, to ensure compliance.
• Perform other duties as assigned and required.

Benefits

• Medical, dental, and prescription drug coverage for eligible employees.
• Company-paid life and short-term disability coverage.
• Free eyeglasses: employees receive two pairs annually with no dollar limit.
• Identity theft protection.
• Pet insurance.
• Paid time off that increases with seniority.
• Professional development and promotion opportunities.
• Employee recognition programs.
• Employee Assistance Program (EAP).
• Friends and Family discounts on products.
• Competitive variable compensation opportunities and sales commissions.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree