Call Center Representative

West Point Optical Group

Company: West Point Optical

West Point Optical Group is a Franchisee with 85 Pearle Vision franchises throughout the U.S. The Call Center supports all locations.

Job Description

The below Job Description is intended to describe the general nature and level of work being performed by associates assigned to this job. It is not an exhaustive list of responsibilities and is subject to changes and exceptions at the discretion of senior management.

JOB TITLE: Patient Call Center Representative

REPORTS TO: Call Center Manager

FLSA STATUS: Hourly; Non-Exempt

Patient Call Center Job Description General Purpose

Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

• answer calls and respond to emails

• schedule appointments

• handle patient inquiries both telephonically and by email

• research required information using available resources

• manage and resolve patient complaints

• provide patients with eye healthcare information

• confirm patient insurance eligibility

• enter new customer information into system

• update existing customer information

• identify and escalate priority issues

• route calls to appropriate resource

• follow up customer calls where necessary

• document all call information according to standard operating procedures

• complete call logs

Education and Experience

• high school diploma or equivalent

• proficient in relevant computer applications

• required language proficiency

• knowledge of customer service principles and practices

• knowledge of call center telephony and technology (3 years)

• previous experience in an administrative or receptionist role is required

Key Competencies

• verbal and written communication skills

• listening skills

• problem analysis and problem solving

• customer service orientation

• organizational skills

• attention to detail

• adaptability

• team work

Job Type: Full-time

Work Location: In Person