Vision Care Concierge: Experience Eyewear & Service

LensCrafters; Ann Arbor (MI); On-site; USD 33,000 - 39,000; Full time

Job summary

LensCrafters in Ann Arbor, MI is seeking an EyeCare Advisor to deliver the LensCrafters Experience. You will ensure patients receive high-quality Optometric care and help link doctor and retail functions for a seamless patient experience.

The role emphasizes customer service, product knowledge, and efficient handling of prescriptions and orders. Training will focus on the POS system, HIPAA compliance, and delivering exceptional service in-store.

Qualifications

• High School diploma or equivalent required.
• Strong customer service skills (internal and external).
• Knowledge of current fashion trends.
• Strong communicator and listener.
• Problem solving ability.
• Familiarity with cash register, computers and calculators.
• Organization skills.
• Sales skills.
• Strong basic math skills.
• Knowledge of office and store merchandise.

Responsibilities

• Greets customers without delay (within 30 seconds).
• Promptly answers the telephone (3 rings) in a friendly and courteous manner.
• Explains all required paperwork, tests, products and services.
• Attentive to details; reviews prescriptions and/or patient information carefully; identifies special needs, consulting with Optician, Managing Doctor or Retail Management when necessary.
• Shows patience and courtesy to indecisive or difficult customers and patients.
• Performs work accurately and thoroughly despite time pressure and customer volume.
• Identifies situations involving unsatisfied customers and acts quickly for resolution.
• Demonstrates knowledge of appointment book/scheduling procedures and computer operation/procedures.
• Handles and files all patient records in an organized and efficient manner in accordance with HIPAA.
• Places contact lens orders, processes shipments and properly submits invoices for payment.
• Operates the POS system terminal inputting customer/patient and prescription information with accuracy and attention to details.
• Accurately operates the POS system, when required, collecting proper payment following company security procedures and retaining proper change for a variety of transactions, such as credit cards, layaways, discounts, insurance and coupons.
• Explains to customers “One Hour” processing and expected delivery times.
• Takes pride in the appearance of the store and ensures visual displays are in accordance with Company provided guidelines.
• Maintains safe working environment for all associates/patients.
• Quickly responds to changes in store promotions with appropriate staff communications, graphics, and point of purchase materials.
• Demonstrates good product knowledge; takes initiative to accurately describe the features and benefits of various lenses and frames.
• Assists the customer in selecting frames and lenses that are best suited for their vision, lifestyle and budgetary.

Skills

Customer service

Communication

Sales

Math skills

POS experience

Organization

Education

High School diploma

Tools

POS system

Computers/Calculators

Job description

LensCrafters in Ann Arbor, MI is seeking an EyeCare Advisor to deliver the LensCrafters Experience. You will ensure patients receive high-quality Optometric care and help link doctor and retail functions for a seamless patient experience.

The role emphasizes customer service, product knowledge, and efficient handling of prescriptions and orders. Training will focus on the POS system, HIPAA compliance, and delivering exceptional service in-store.