Customer Service Agent
2 weeks ago
Company: West Point Optical LLC
West Point Optical LLC operates a network of Pearle Vision franchises across the United States, providing essential support to all locations through its call center.
Position SummaryThe following position summary outlines the general responsibilities and expectations for associates in this role. It is not an exhaustive list and may be subject to modifications as deemed necessary by management.
JOB TITLE: Patient Support Specialist
REPORTS TO: Call Center Supervisor
FLSA STATUS: Hourly; Non-Exempt
Core ResponsibilitiesThe primary purpose of this role is to manage incoming communications from patients and customers, addressing inquiries, processing orders, resolving complaints, and providing essential information.
- Respond to incoming calls and emails
- Schedule patient appointments
- Assist patients with inquiries via phone and email
- Research information using available resources
- Manage and resolve patient complaints effectively
- Provide information regarding eye care services
- Verify patient insurance eligibility
- Input new customer data into the system
- Update existing customer records
- Identify and escalate priority issues
- Direct calls to the appropriate department
- Follow up on customer inquiries as necessary
- Document all interactions in accordance with standard procedures
- Maintain accurate call logs
- High school diploma or equivalent
- Proficient in relevant computer applications
- Required language proficiency
- Understanding of customer service principles and practices
- Familiarity with call center technology (minimum 3 years)
- Previous experience in an administrative or receptionist capacity is necessary
- Strong verbal and written communication abilities
- Active listening skills
- Analytical and problem-solving capabilities
- Customer service orientation
- Organizational proficiency
- Attention to detail
- Adaptability to changing situations
- Team collaboration skills
Job Type: Full-time
Work Location: In Person
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