Remote Customer Service (Optical Help Desk)

Requisition ID: 866629 
Position:Full-Time
Total Rewards: Benefits/Incentive Information

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses.

GENERAL FUNCTION

Support the ophthalmic branch of customer service departments. Receive requests for quotations, Rx & Stock Orders, and information from customers. Answer technical questions and make quotations on standard items, write/prepares for order/entry, and relays pertinent information to customers. Coordinates with other departments in handling purchase orders and providing service to customers.

MAJOR DUTIES AND RESPONSIBILITIES

• Receives requests for price quotations, orders, order changes, adjustments, and cancellations directly from customers. Achieves and maintains rapport with customers and works to give them the best possible service.
• Understands order entry and other pertinent functions of the DVI system. (Able to retrieve customer information, stock status information, the status of orders, and to make changes on customer purchase orders. Ensures that correct codes are used for retrieving and inputting information).
• Remains current on all new product information.
• Understands and communicates company policies and procedures, promotions and contracts in a diplomatic and cordial manner.
• Develops telephone-selling skills.
• File and organize new and current product information.
• Assist accounts and account managers with the installation, training and troubleshooting for our remote order entry and ophthalmic websites. Installation and training for Optronics Tracers. 
• Must be knowledgeable on managed care programs.
• Must be knowledgeable with options for automated measuring devices.
• Able to coach accounts with premium product dispensing.
• There is a possibility of light travel to other branch locations and accounts.
• Maintain work areas in a neat, clean and organized condition.
• Understands and follows all company and manufacturer’s policies and procedures and assures compliance with all attendance and safety rules and regulations. Maintains confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain even workload. Cooperates with other coworkers and demonstrates a good attitude. Performs an acceptable quantity and quality of work on time as required.
• Provides proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or Walman sponsored training meetings when necessary.
• Performs other duties as assigned.

BASIC QUALIFICATIONS

• High School Diploma
• Two years of relevant work experience
• Basic computer skills
• Optical Knowledge
• Customer Service Experience
• Verbal and written communication skills

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. 
 
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 
  
We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.