Customer Liaison - Full Time - Southfield

GENERAL SUMMARY:

Assists customers with questions or concerns that relate to their overall satisfaction through their experience and service within Optimeyes while providing support to the management team with day-to-day operations. The Customer Liaison is cross-trained in all areas of Optimeyes, including Customer Service Representative, Eyewear Consultant, Optometric Assistant, and Dispenser in order to assist customers in any facet of the business by being an advocate for the patient.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Direct and advise customers in a friendly and efficient manner, and investigate and resolve customer inquiries concerning merchandise, service or billing.

• Accurately and legibly record patient information and appointments for eye examinations and eye care orders.

• Accurately design, measure, fit, and adapt lenses and frames for patients according to written optical prescription.

• Adjust frame and lens position to fit patient. May shape or reshape eyewear.

• Problem solve patient and employee issues when they arise.

• Support management with general office operations when necessary. Supports the sales team

• Independently open and close the office

• Act as an ambassador between OptimEyes and the customer to meet customer needs.

• Monitor and resolve any customer issues and survey issues

• Outreach to local businesses and HFHS Medical Centers to promote OptimEyes.

• Prepare daily communication or Huddle to staff.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High School Diploma or G.E.D. required

• Previous optical experience and knowledge required

• Previous retail or hospitality experience required

• Requires computer knowledge

• Must have advanced knowledge of all operational supporting systems used within OptimEyes including Acuity Logic, eEHR, and insurances.

• Requires successful completion of required Henry Ford Optimeyes training courses

Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy and summarized below:

Communication Ownership

Understanding Motivation

Sensitivity Excellence

Teamwork Respect

Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:

• Be self-directed

• Be flexible and committed to the team concept

• Demonstrate teamwork, initiative and willingness to learn

• Be open to new learning experiences

• Accepts and respects diversity without judgment

• Demonstrates customer service values

WORKING CONDITIONS:

Works in a retail optical environment. Requires evening and weekend hours.

Additional Information

• Organization: Community Care Services

• Department: HF Optimeyes Southfield SVC

• Shift: Rotating

• Union Code: Not Applicable