EyeCare Advisor

EssilorLuxottica Group•Lincoln, NE

About The Position

The EyeCare Advisor creates value for customers by delivering the LensCrafters Experience and ensuring patients receive high-quality optometric care. The role supports store performance by representing the brand, executing the patient experience, and connecting the doctor’s office with retail operations. The advisor welcomes and assists customers and patients, explains paperwork, tests, products, and services, reviews prescriptions and patient information, and resolves concerns. The role includes scheduling and computer tasks, handling patient records in accordance with HIPAA, placing contact lens orders, processing shipments and invoices, and accurately entering transactions and collecting payments through the POS system. The advisor also communicates processing and delivery times, maintains store appearance and safe working conditions, and responds to changes in promotions. In retail, the advisor uses product knowledge to describe lens and frame features and help customers select options suited to their vision, lifestyle, and budget. In the doctor’s office, the advisor performs pre-examination testing, explains measurements, guides patients on contact lens care and handling, maintains and disinfects contact lens inventory, and provides clinical support to the Optometrist as needed.

Requirements

High school graduate or equivalent.
Strong customer service skills, both internal and external.
Knowledge of current fashion trends.
Strong communication and listening skills.
Problem-solving ability.
Familiarity with cash registers, computers, and calculators.
Organization skills.
Sales skills.
Strong basic math skills.
Knowledge of office and store merchandise.

Nice To Haves

Previous experience in customer service, retail, and/or optical.
Strong interpersonal skills.

Responsibilities

Greet customers within 30 seconds and answer telephone calls promptly, within three rings, in a friendly and courteous manner.
Explain required paperwork, tests, products, and services.
Review prescriptions and patient information carefully, identify special needs, and consult the Optician, Managing Doctor, or Retail Management when necessary.
Treat indecisive or difficult customers and patients with patience and courtesy.
Perform work accurately and thoroughly despite time pressure and customer volume.
Identify dissatisfied customers and act quickly to resolve their concerns.
Use appointment-book and scheduling procedures and operate computers and related procedures.
Handle and file patient records in an organized and efficient manner in accordance with HIPAA.
Place contact lens orders, process shipments, and submit invoices for payment.
Accurately enter customer, patient, and prescription information into the POS system.
Operate the POS system and collect payments according to company security procedures, handling transactions involving credit cards, layaways, discounts, insurance, and coupons, and retaining proper change.
Explain one-hour processing and expected delivery times to customers.
Maintain the store’s appearance and ensure visual displays follow company guidelines.
Maintain a safe working environment for associates and patients.
Respond to changes in store promotions with appropriate staff communications, graphics, and point-of-purchase materials.
Demonstrate product knowledge and describe features and benefits of lenses and frames.
Help customers select frames and lenses suited to their vision, lifestyle, and budget.
Perform pre-examination testing accurately and explain measurements to patients, answering their questions.
Coach and guide patients on contact lens care and handling using clinical and product knowledge.
Maintain and disinfect contact lens inventory and provide clinical support to the Optometrist as needed.