Lead EyeCare Advisor

EssilorLuxottica Group•Fresno, CA

5d•$19 - $27

About The Position

The Lead EyeCare Advisor delivers the LensCrafters Experience by providing exceptional customer service and supporting high-quality optometric care. The role manages key steps in the patient experience, contributes to store performance indicators, communicates the brand story, and connects the doctor’s office and retail functions. Responsibilities span greeting and assisting customers, explaining paperwork, tests, products, services, and timing, reviewing prescriptions and patient information, resolving customer concerns, and maintaining organized patient records in accordance with HIPAA. The advisor also places contact lens orders, processes shipments and invoices, uses the POS system accurately, handles payments according to security procedures, communicates processing and delivery times, maintains store appearance and safety, and supports promotional changes. In retail, the advisor explains frame and lens features and helps customers select options suited to their vision, lifestyle, and budget. In the doctor’s office, the advisor performs pre-examination testing, coaches 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.
One year of experience.
Customer service skills for internal and external customers.
Knowledge of current fashion trends.
Leadership skills.
Problem-solving ability.
Familiarity with cash registers, computers, and calculators.
Organization and sales skills.
Strong basic math skills.
Knowledge of office and store merchandise.
Strong interpersonal skills.

Nice To Haves

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

Responsibilities

Greet customers promptly and answer telephone calls in a friendly, courteous manner.
Explain required paperwork, tests, products, services, and expected time frames.
Review prescriptions and patient information carefully, identify special needs, and consult with the Optician, Managing Doctor, or Retail Management when necessary.
Respond patiently and courteously to customers and patients, and act quickly to resolve unsatisfied customer situations.
Perform work accurately and thoroughly despite time pressure and customer volume.
Strive to achieve the stated annual CEI/Functional Skills results aligned with brand priorities.
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.
Collect payments as required while following company security procedures and handling transactions such as credit cards, layaways, discounts, insurance, and coupons.
Explain one-hour processing and expected delivery times to customers.
Maintain the appearance of the store 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.
Describe lens and frame features and benefits, and help customers choose options suited to their vision, lifestyle, and budget.
Answer customer questions and explain available options.
Perform pre-examination testing accurately and with attention to detail.
Coach patients on contact lens care and handling.
Maintain and disinfect contact lens inventory and provide clinical support to the Optometrist as needed.