Virtual Eye Care Specialist

Reports to: Regional Manager

Location: Now Optics - Delray Beach, FL

About Us:

Now Optics is a leader in the eye care industry. Its retail brand, Stanton Optical, is amongst the fastest-growing, full-service retail optical centers throughout the country. The company consistently ranks among the largest optical retailers in the country by Vision Monday. Now Optics continues to expand its retail footprint with over 300 corporate and franchise locations while delivering affordable eye care services and providing a fast and friendly customer experience. We believe in building a positive and cohesive culture where everyone is contributing towards a common goal and set of values.??

Vision: Modernizing the eye care experience for all people.

Mission: Making eye care easy.

Values: iCARE

Integrity: We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.

Collaboration: We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.

Accountability: We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.

Respect: We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.

Empowerment: We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals we serve.

Job Description and Profile:

Stanton Optical is seeking experienced, self-motivated eye care experts with a dynamic personality and a genuine desire to help people see and look their best. As our Virtual Eye Care Specialist, you will be cultivating relationships with customers and advising them in a 1:1 environment – online! Through strong listening skills, elevated selling and exceptional customer service, you will become their trusted eye care and style confidante. You will be at the forefront of executing our mission of Making Eye Care Easy. With our omni-channel offering, you will be able to make every customer feel like a VIP and personalize their online visit. The Virtual Eye Care Specialist will help customers with their eye care needs, whether that is guiding them through an online vision test or recommending frame options, selecting the best lenses or assisting with prescription questions and checkout. You will provide every customer will the confidence they need to find the perfect fit at Stanton Optical.

Responsibilities:

• Demonstrate optical knowledge and experience, able to assist customers with any vision need from eyewear (fashion) to eye care (clinical) online

• Drive sales through building trust and consultative selling, guiding intentional traffic

• Recommend viable eyewear options to customers online via video conference/chat by assessing their lifestyle, budgetary needs and facial features, instilling confidence in their selection

• Troubleshoot customer service issues with internal support teams as needed

• Follow-up with customers for final resolution and increased customer satisfaction

• Speak about Stanton Optical and eyewear fashion trends with authority

• Guide customers through an online vision test for prescription renewal and seamlessly transition them to eyewear purchase

• Provide feedback and recommendations to continue to improve the omni experience for both customer and associate

• Assist with testing, training and communicating new software features and omni experiences

• Engage and pursue new business opportunities

• Support new omni-initiatives as needed

Education:

• Associates degree or 3 years of sales/service optical retail experience

• Having a valid ABO/NCLE Certification is preferred

Desired Skills/ Qualifications:

• Passionate about customer service, a people person

• Ecommerce-savvy, enjoys shopping online and navigating digital and social environments

• Positive, friendly and outgoing, ability to effectively communicate with a diverse range of people

• The ideal candidate will maintain a professional and polished appearance that aligns with our virtual clinical branding standards

• Fashion-forward and up to date on the latest optical trends

• Organized and detail-oriented

• Problem-solver mindset, resourceful and focused on customer resolution

• Confident and comfortable navigating difficult conversations and able to properly escalate and/or follow-up

• Flexible with changing business needs and able to successfully multi-task