Customer Service Specialist

2 weeks ago


Marietta, Georgia, United States West Point Optical LLC Full time
West Point Optical Group

Company: West Point Optical
West Point Optical Group operates as a Franchisee with numerous Pearle Vision franchises across various states. The Call Center provides support for all locations.

Job Overview

The following job overview is designed to outline the general nature and level of work performed by associates in this role. It is not an exhaustive list of responsibilities and may be subject to changes at the discretion of senior management.

JOB TITLE: Patient Support Representative

REPORTS TO: Call Center Manager

FLSA STATUS: Hourly; Non-Exempt

General Purpose of the Role

The primary responsibility is to handle incoming calls from clients to process orders, address inquiries, manage complaints, troubleshoot issues, and provide relevant information.

Main Responsibilities

• Respond to incoming calls and emails

• Schedule appointments for patients

• Address patient inquiries via phone and email

• Inform patients when their orders are ready for collection

• Manage and resolve patient complaints effectively

• Provide patients with essential eye healthcare information

• 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

• Conduct follow-up calls to ensure customer satisfaction

• Document all call details in accordance with standard operating procedures

• Maintain call logs

• Generate call reports

Qualifications

• High school diploma or equivalent required

• Proficient in relevant computer applications

• Required language proficiency

• Understanding of customer service principles and practices

• Familiarity with call center technology and telephony

• Previous experience in a call center, healthcare, or customer service setting preferred

• Strong data entry and typing skills

• Knowledge of administrative and clerical processes

Key Competencies

• Excellent verbal and written communication skills

• Strong listening abilities

• Proficient in problem analysis and resolution

• Customer service orientation

• Organizational skills

• Attention to detail

• Adaptability

• Team collaboration skills

Job Type: Full-time

Required education:
  • High school diploma or equivalent
Required experience:
  • Call Center: 3 years


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