Customer Service Agent

2 weeks ago


Gahanna, Ohio, United States West Point Optical LLC Full time
Job Overview

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 Summary

The 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 Responsibilities

The 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
Qualifications
  • 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
Essential Skills
  • 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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