EyeCare Advisor

EssilorLuxottica Group•Annapolis, MD

4d•$19 - $27

About The Position

The EyeCare Advisor creates exceptional value for customers by delivering the LensCrafters Experience and helping ensure patients receive high-quality optometric care. The role supports store performance by integrating the brand story, delivering a seamless patient experience, and connecting the doctor’s office and retail functions. The advisor greets and assists customers, explains paperwork, tests, products, and services, reviews patient information, handles patient records in accordance with HIPAA, schedules appointments, processes contact lens orders and shipments, and uses the point-of-sale system to enter information and collect payments. The role also responds to customer concerns, communicates promotions, and helps maintain an orderly, safe store and appealing visual displays. In the retail setting, the advisor describes lens and frame features and helps customers select options suited to their vision, lifestyle, and budget. In the doctor’s office, the advisor performs pre-examination testing, explains measurements, coaches patients on contact lens care, 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 promptly, within 30 seconds, and answer telephone calls promptly and courteously.
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; identify and quickly resolve customer dissatisfaction.
Work accurately and thoroughly despite time pressure and customer volume.
Use appointment-book and scheduling procedures and operate computers and related systems.
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.
Operate the POS system accurately to enter customer, patient, and prescription information and, when required, collect payments according to company security procedures.
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 staff communications, graphics, and point-of-purchase materials.
Describe features and benefits of lenses and frames, and assist customers in selecting options suited to their vision, lifestyle, and budget.
Perform pre-examination testing accurately, explain measurements, and answer patient questions.
Coach 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.