Tangible Science is on the lookout for an exceptional individual to join our team as an Optometric Patient and Practitioner Customer Care Specialist. This unique role combines the elements of patient customer service, patient education and success, and optometrist service support, making it integral to our mission of delivering an unparalleled experience in eye care.

As a critical member of our team, you will be the primary point of contact for our doctors and patients, offering a blend of professional customer service, educational support, and specialized assistance tailored to our contact lens products. The successful candidate will not only be adept at managing customer interactions across various channels such as email, phone, and live chat but will also possess a deep understanding of our products to offer insightful advice and solutions.

Key Responsibilities:

• Deliver exceptional service to doctors and patients through email, live chat, and inbound phone calls, ensuring a seamless and positive brand experience.
• Address inquiries, provide product education, and resolve issues promptly, escalating complex cases to relevant teams for specialized assistance.
• Process orders, manage subscription adjustments, and uphold company guidelines in all customer interactions.
• Enhance the customer journey by taking proactive measures to improve their experience, including sharing valuable feedback with internal teams.
• Proactively implement improvements to customer service processes and the overall customer journey, contributing to enhanced satisfaction and loyalty.
• Maintain the highest level of confidentiality and professionalism in all client interactions.

Required Qualifications

• Previous experience in a patient facing role, with experience in eye care and contact lenses such as an Optometric Technician, Optician or Optometric Assistant.
• Outstanding communication skills, capable of effectively engaging customers and collaborating with colleagues across various departments.
• A compassionate and empathetic approach to customer service, combined with strong problem-solving skills and the capacity to maintain composure under pressure.
• A commitment to building positive customer relationships and a keen interest in contributing to Tangible Science's growth and success.
• Familiarity with CRM software (e.g., Salesforce, Zendesk) is highly valued.
• NCLE, COA, CPO or JCAHPO certification is preferred.

This position offers a unique opportunity for those passionate about delivering exceptional customer service while playing a vital role in patient education and support within the eye care field. If you are motivated to be part of a team that prioritizes innovation, customer satisfaction, and making a tangible impact on our customers' lives, we encourage you to apply.