Job Description Job Description
• We are looking for a Licensed Optician/Optical Expert to join our team. Location: Hebron, KY As a licensed optician you are responsible for managing and resolving the difficult customer issues/situations. These issues/concerns can come from many different areas, including emails and calls. The Licensed Optician will be responsible for handling all correspondence via all channels within Customer Service. They will assist in the training of Customer Service Representatives. The Expert has a high degree of optical knowledge, complete knowledge of all lab processes and stays up to date with changes. This position requires little or no supervision.
RESPONSIBILITIES:
• Performs other duties as assigned.
• Provides inbound/outbound phone support as needed.
• Acts as an expert in managing and resolving difficult customer and / or sales issues including providing alternatives.
• Verifies lens prescriptions of ordered lenses.
• Follows-up with customers on updates regarding escalated orders.
• Manages all correspondence with customers via email and phone.
• Documents pertinent information in the provided tools.
• Follows safety standards and reports any safety concerns to leadership.
• Assisting in the optical training and development of Customer Service Representatives.
Requirements
• EDUCATION: Trade School and/or KY State Licensed Optician
• EXPERIENCE : 2 Years of experience with ZEISS experience management systems (i.e., DVI, SAP, Eyefinity, Sap, Portal or equivalent)
• Preferred: Optical experience
• MUST BE ABLE TO WORK SATURDAY
• Highly skilled in all duties of Customer Service Agent, Senior Customer Service Agent and Customer Service Specialist
• Developed skills to analysis and trouble shoot customer issues, with little or no assistance with a calm, professional demeanor
• Ability to multi-task, prioritize, and use time effectively.
• Demonstrated advanced proficiency in providing technical consultations
• Ability to navigate multiple systems effectively
• Proven ability to navigate difficult customer situations, while working in a fast-paced environment
• Possesses a high degree of listening and comprehension skills.
• Strong verbal and written communication skills
• Customer orientation and ability to adapt/respond to different types of personalities