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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service and consultative selling within the optical industry, with a strong focus on member engagement, issue resolution, and sales closure. Proficient in maintaining detailed records and collaborating with cross-functional teams to enhance service delivery.
Highest-signal resume keywords
Customer Service ExperienceSales ExperienceOptical Industry KnowledgeMicrosoft Office ProficiencyCRM Systems Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceConsultative SellingSales ClosureLead GenerationIssue ResolutionRecord KeepingIndustry KnowledgeSLA AdherenceMulti-taskingDetail Orientation
Soft Skills
Strong Organization SkillsProactive CommunicationPrioritization SkillsPeople ManagementCollaboration
Tools & Technologies
Microsoft ExcelMicrosoft PowerPointCRM Systems
Industry Keywords
Independent OptometryMember EngagementVendor ProgramsService Level AgreementsIndustry Trends
About the role
Key responsibilities & impact- Serve as the first point of contact for all member inquiries via phone, email, and other communication channels
- Provide comprehensive information and guidance on all IDOC products, programs, and services
- Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs)
- Maintain detailed records of all member interactions and follow-up activities in CRM systems
- Escalate complex issues to appropriate subject matter experts when necessary
- Identify opportunities to enhance member engagement through additional IDOC offerings
- Conduct consultative discussions to understand member needs and recommend appropriate solutions
- Close sales on applicable products and services during member interactions
- Generate qualified leads for specialized teams when advanced expertise is required
- Maintain comprehensive knowledge of all IDOC products, services, vendor programs, and member benefits
- Stay current on industry trends, regulations, and competitive landscape in independent optometry
- Work flexible schedules to provide coverage from 8am EST to 9pm PST
- Meet or exceed established SLAs for response times and resolution rates
- Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations
Requirements
What you’ll need- 5+ years of customer service or support experience required
- 5+ years of sales or consultative selling experience preferred
- Work flexible schedules to provide coverage from 8am EST to 9pm PST
- Optical industry experience strongly preferred
- Proficiency with Microsoft Office (string Excel and PowerPoint a must)
- Detail oriented, proactive multi-tasker
- Strong organization and prioritization skills
- Ability to communicate confidently with members of senior management
- People management experience preferred
- Travel as required to attend/lead/support industry, company, and associations events
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible working arrangements
- Professional development opportunities