Doctor's Technician

Stanton Optical • Spartanburg, SC

3d • Onsite

About The Position

The Doctor’s Technician is a customer-facing role at Stanton Optical that helps manage the transition between clinical services and the retail team. The technician welcomes patients and customers, provides customer service, facilitates sales, and supports a positive and efficient patient experience while partnering with retail and clinical services teams.

The role also supports patient appointments and pre-testing, helps address patient concerns, assists with eyewear assembly and repairs, and monitors orders and delivery commitments. The position is on-site at a store location and reports to the Store (Brand) Manager.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience delivering outstanding customer service to patients and/or customers.
• Ability to communicate effectively with a diverse group of people.
• Ability to use active listening, 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 teammates and patients.
• Results-driven approach and 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 as they enter the store, identify their needs, and explain available promotional products and services.
• Answer customer inquiries and gather information 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 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 all jobs to help ensure patient expectations are met.
• Maintain brand standards by completing basic housekeeping duties as needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
• Ensure customer orders are delivered accurately and on time.
• Maintain brand standards in the lab area and notify management of equipment malfunctions, incomplete orders, or incorrect lenses.
• 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, including two pairs each year 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 commission.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED