Eyecare Advisor - LensCrafters- Store 889 - Terre Haute, IN

JOB TITLE: EyeCare Advisor REPORTS TO: GM or MOD

SUPERVISES: N/A PAY: Non-Exempt

DEPARTMENT: Eye Care

BRINGING THE BRAND TO LIFE

See what you love. Love what you see.

At LensCrafters, we do what we do because we love eyes and we care about the people behind them. We feel the

world deserves a thoughtful and caring partner who understands that true vision care is a synergy of trusted eye care

and exceptional eyewear. LensCrafters understands that good vision is a precious gift and is passionate about

celebrating, protecting and improving vision in every way. If you share our love for the customers we serve, the sense

of sight, and the work we do, this is the place for you to build a rewarding career.

GENERAL FUNCTION

Create exceptional value in the lives of our customers by delivering Signature Customer Experiences. Ensure all

patients receive the highest quality Optometric care by performing and managing the key steps. Deliver the store’s

key performance indicators by integrating the Brand Story and ensuring flawless execution of the patient

experience/behaviors and seamlessly link the doctor and retail functions together.

MAJOR DUTIES AND RESPONSIBILITIES

COMMITMENT TO PATIENT SATISFACTION

 Greets customers without delay (within 30 seconds) when they enter the location. Shows urgency in providing

service to customers and satisfying their needs.

 Promptly answers the telephone (3 rings) in a friendly and courteous manner, taking messages, directing calls

appropriately and scheduling patient visits in an efficient manner.

 Determines the reason for the customer’s visit; in store explains how to shop at LensCrafters; in Doctor’s office

explains all required paperwork, tests, products and services as well as the appropriate time frame.

 Is 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.

PRODUCT AND CLINICAL

KNOWLEDGE/COMMUNICATION

RETAIL

 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 lifestyle, prescription and price

needs. Suggests improvements and recommends solutions to problems. Reinforces customer’s final selection.

 Takes time to help the customers and answer questions giving them a better understanding of available options.

DOCTOR’S OFFICE

 Performs all pre-examination testing with accuracy and attention to detail; takes the initiative to explain all

measurements and answers any questions the patient may have.

 Utilizing clinical and product knowledge, provides coaching and guidance to patients on the care and handling of

contact lenses.

 Responsible for the maintenance and disinfection of contact lens inventory; provides clinical support to the

Optometrist as needed.

STANDARDS OF PERFORMANCE

 Strive to achieve “Exceptional Results” on LensCrafters’ annual CEI/Functional Skills that align with brand

priorities.

ADMINISTRATIVE PROCESSING

 Demonstrates knowledge of appointment book/scheduling procedures and computer operation/procedures.

 Handles and files all patient records in an organized and efficient manner.

 Places contact lens orders, processes shipments and properly submits invoices for payment.

 Operates the eyeNet system terminal inputting customer/patient and prescription information with accuracy and

attention to details.

 Accurately operates the POS system (eyeNet) cashier terminal, 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.

 Show customers where to pick-up their glasses and sign-in upon return to the store. ‘

MAINTAINS STORE APPEARANCE/SAFETY

 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.

KNOWLEDGE AND SKILLS

 Knowledge of current fashion trends

 Leadership skills

 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

 Strong interpersonal skills

EDUCATION

 High School graduate or equivalent

EXPERIENCE

 Previous experience in customer service, retail and/or optical preferred

WORKING CONDITIONS

 On feet most of the day.

THIS DESCRIPTION IS NOT INTENDED TO INCLUDE ALL JOB DUTIES. ASSOCIATES MAY BE REQUESTED TO PERFORM JOBRELATED TASKS OTHER THAN

THOSE SPECIFICALLY PRESENTED IN THIS DESCRIPTION.

7/25/13