Optical Call Center Representative

HOYA Vision Care•Lewisville, TX

43d•Onsite

About The Position

HOYA Vision Care is seeking a Customer Service Representative to join their team. This role involves handling customer inquiries via phone, processing orders, resolving issues related to lab, lenses, services, pricing, and products, and directing complaints to the appropriate departments. The representative will also be responsible for tracking orders, expediting them when necessary, providing completion estimates, notifying customers of delays, and documenting all interactions in the DVI system. Staying updated on product availability is also a key aspect of the role.

Requirements

High School Diploma or GED
2 years of telephone customer service experience a plus
Optical experience recommended
Insurance billing and reconciliation recommended (VSP, VBA, VCP, Superior, and Eye-Med)

Responsibilities

Answer incoming calls from customers in a professional manner.
Receive new orders, input Rx order correctly into DVI.
Address and resolve customer requests and issues related to lab, lenses, services, pricing, product.
Direct complaints concerning billing and services rendered.
Refer complaints of service failures to designated department managers for investigation.
Locate an order’s current or past position in the facility by checking in computer system.
Tag trays when necessary for expediting.
Give estimated order completion times, monitor own “promise jobs,” and notify customers of delays.
Document phone conversations in account notes in DVI.
Keeps abreast of products and availability.