Rx Optical Expert, Greater Toronto Area, Hoya Vision Care

Canada, Canada, Greater Toronto Area
Published 2022-07-11
Expires 2022-08-11
ID #1082746660
Rx Optical Expert, Greater Toronto Area, Hoya Vision Care
Canada, Canada, Greater Toronto Area,
Published July 11, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Rx optical expert

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To provide internal and external customers with a technical communication resource regarding Hoya eyewear options. To answer ECP questions regarding challenging optical situations and Hoya product choices for their patients.

They will also be accountable and responsible for: receiving incoming phone and email inquiries related to our products, orders in process, and general questions, placing calls out to customers regarding pending orders and issues, following up on late or pending orders with customers and updating them on delays, helping them to understand our technologies and products.

Job Responsibilities
Receive and handle incoming customer calls. (Order taking, work in process or other questions)
Provide recommendations for product, technical, specialty work and adaptation questions
Help to train and support other CC team members to grow their knowledge
Assists in implementation of new products and promotions
Trouble shoot basic problems (cut out issues, coating incompatibility, thickness, or base curve requirements)
Respond to inbound technical and optical questions from internal/external customers
May support customers across Canada and may be part of specific RX Optical Experts phone split
Respond to RX Optical Expert emails from a joint RX Optical Expert account that will be shared by all those in the function.
New product technical resource for eye care professionals
Conduct individual training sessions with eye care professionals as needed for highly specific or technical situations
Make outbound phone calls in response to significantly problematic orders that may be stuck due to a complicated combination of RX, Optical and product.
Troubleshoot incoming orders to provide alternatives when those orders are unable to be processed as ordered – as escalated to the RX Optical Expert team from others in customer service.
May be asked to serve as a primary technical liaison to specific strategic or key accounts
Continue to serve in a general Customer Service capacity, in addition to RX Optical Expert capacity. The successful candidate will remain a part of their Customer Service team and will handle general CS demands and expectations when demand from the RX Optical Expert queue is at zero.

Strong organization and time management
Strong communication and interpersonal skills
The successful candidate must be able to pass a written assessment evaluating next-level optical skills
The candidate must have knowledge of advanced optical concepts such as slab-offs, prism decentration, RX transposition, etc.

Education and Qualifications:
Certified Optician, min 3 years dispensing experience
Preferred minimum 3 or more years of experience in a customer service or customer communication function
Bilingual an asset but not required
Understanding of DVI operating system is an asset

Working at HOYA often requires being in close contact with coworkers, visiting client sites and traveling. As a result, it is a condition of employment at HOYA that employees be able to demonstrate they are fully vaccinated against COVID-19. Fully vaccinated means receiving all doses of a vaccine approved by Health Canada to protect against COVID-19

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    Employer's info

    Hoya Vision Care
    Registered on October 7, 2017


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