Customer Care Representative - In Office

Company Description
At National Vision we believe everyone deserves to see their best to live their best. We help people by making quality eye care and eyewear more affordable and accessible.
National Vision is one of the largest optical retail companies in the United States with over 1,100 stores. We operate four retail brands: America's Best Contacts & Eyeglasses, Eyeglass World, and Vista Opticals inside select Fred Meyer stores and on select military bases. We offer an innovative culture where training is a priority, hard work is praised, and career growth is a reality.
National Vision is currently looking for Customer Care Representatives to join our growing team!
This is an in-office role that is responsible for providing effective customer service for all internal and external National Vision customers by utilizing excellent, in-depth knowledge of company products and programs. Customer Care Representative's phone call volume could reach between 45-60 calls per day.
This role requires working in our office in Lawrenceville, GA.
Job Description
What Would You Do? The Specifics.

• Answers incoming calls, letters, emails, and faxes from Stores and Customers to answer questions, take complaints, comments or compliments.
• Works as a customer advocate when dealing with Retail Support Center Management teams to resolve customer concerns.
• Logs all calls using a call management system.
• Works closely with the Labs, Distribution Center, and District Manager Associates, Accounts Payable, Legal, Merchandising, Marketing, Managed Care to resolve customer issues.
• Resolves issues through proper research, utilizing many software, programs and people.
• Informs Field Management of customer issues and works with Field Staff to resolve.
• Answers Store Support calls that include; researching manifest/receiving errors, locating discontinued frames, checking ETA's for non-stocking contact lenses, etc.
• Processes BBBs, Attorney General and Ban Letters.
• Assists with SDS (Point of Sale System) training.

Qualifications
Work Experience

• 0-2 years Previous Customer Relations and/or Call center experience. Preferred

Education

• High School Diploma or equivalent. Required

Additional Skills

• Excellent phone etiquette Required
• Strong verbal/written communication abilities; effective interpersonal skills; strong attention to detail. Required
• Expresses oneself clearly in conversations and interactions with others. Required
• Computer skills: Word, Excel, PowerPoint, web browsing. Preferred
• SDS or any POS system experience. Preferred
• Cisco phone system experience. Preferred

Additional Information
Taking Care of our People!
We understand the importance of financial health and security, and because of that, we provide competitive compensation to all Associates. We also offer a comprehensive benefits package including health and dental insurance, 401k retirement savings with company match, flex spending account, paid personal time off, paid company holidays, parental leave, employee eyewear discount and much, much more. At National Vision, we strive to deliver opportunities for professional growth and long-term career fulfillment. We provide training programs, access to educational courses and pride ourselves on the ever-increasing amount of promotions from within.
We value and respect the unique and individual differences that everyone brings. We embrace all differences in matters of diversity, equity, and inclusion to create a place where people want to come, stay, and do their best work.
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, and other legally protected characteristics.