• 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 • Participate in ongoing training and professional development to enhance expertise • Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations