Job Description

What Would You Do? The Specifics.

• Answers incoming calls, letters, emails, and faxes from Stores and Customers to answer questions, take complaints, comments or compliments.
• Works as a customer advocate when dealing with Retail Support Center Management teams to resolve customer concerns.
• Logs all calls using a call management system.
• Works closely with the Labs, Distribution Center, and District Manager Associates, Accounts Payable, Legal, Merchandising, Marketing, Managed Care to resolve customer issues.
• Resolves issues through proper research, utilizing many software, programs and people.
• Informs Field Management of customer issues and works with Field Staff to resolve.
• Answers Store Support calls that include; researching manifest/receiving errors, locating discontinued frames, checking ETA's for non-stocking contact lenses, etc.
• Processes BBBs, Attorney General and Ban Letters.
• Assists with SDS (Point of Sale System) training.

Qualifications

Work Experience

• 0-2 years Previous Customer Relations and/or Call center experience (Preferred)

Education

• High School Diploma or equivalent. Required

Additional Skills

• Excellent phone etiquette Required
• Strong verbal/written communication abilities; effective interpersonal skills; strong attention to detail. Required
• Expresses oneself clearly in conversations and interactions with others. Required
• Computer skills: Word, Excel, PowerPoint, web browsing Preferred
• SDS or any POS system experience Preferred
• Cisco phone system experience Preferred

Additional Information

Taking Care of our People

We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates – including bonus potential for every position in the store! We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.

Please see our website www.nationalvision.com to learn more.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.