Job Description
Center Support Specialist - Optical Lab, $500 Sign on Bonus!
1st Shift 8:30am to 5pm, Monday-Friday
At our proprietary lab in De Pere, WI, we manufacture quality eyewear for our eye care center patients at over 140 locations across the North and Midwest. With a focus on continuous improvement, we are always looking for motivated and innovative people that want to help us optimize the production and distribution of this process.
As part of our manufacturing team, you will have access to state-of-the-art lens processing and finishing equipment to efficiently produce high-quality eyewear to keep our patients seeing their best.
Enjoy on-the-job training in a clean and comfortable work environment and benefits including a fixed schedule working 1st shift, 401k with match, and paid time off.
POSITION SUMMARY:
Act as a subject matter expert and primary resource for the Optical Centers as it relates to eyeglass orders and eye care products. Assist the Optical Centers in problem-solving and expediting orders. Assist the Optical Centers with technical questions in relation to the placement of orders and follow up on orders with center or lab concerns. Represent the Optical Lab in a professional manner.
Taking Care of our Teams who Take Care of our Patients
Competitive Wages & Incentives
401K with Match
Vacation Pay/Personal Day
Volunteer Time Off
Sick Pay for Hourly Teammates
Health & Wellbeing Benefits
Voluntary/Cafeteria Offerings
Employee Assistance Program
On the Job Training & Certification
Teammate Recognition Program
DUTIES AND RESPONSIBILITIES:
Technical Support
Provide technical product information
Provide alternate product recommendations
Provide answers to Optical Center questions
Assist the Optical Centers in selecting the best product for their patients
Answer questions about product options
Answer questions about the benefits of various lens designs and materials, coatings, and how it relates to particular prescriptions
Customer Support
Confer with customers by telephone or via e-mail to provide information about products or services, complete prescription orders, cancel orders, or obtain details of complaints in order to provide resolution.
Contact customers to provide support in response to inquiries
Provide timely and accurate responses to avoid delays in the process
Provide excellent customer service as required to maintain and enhance existing business and new business
Validate orders in an expedient manner and verify appropriate changes were made to resolve customers' service or billing complaints
Refer customer concerns to all applicable internal staff members
Order Processing
Partner with the Optometrists to resolve order discrepancies
Reference computer reports to identify and initiate action on delayed prescriptions
Ensure all changes are completed promptly to avoid unnecessary expenses and delays
Ensure all delayed prescriptions are properly tagged for prompt processing
Expedite orders that were problematic and communicate the progress of those orders with the Stores
MAINTAIN SAFE WORK ENVIRONMENT
• Follow all company and lab policies and guidelines
• Adhere to safety guidelines and OSHA regulations
• Ensure orders are fabricated only if a work ticket is provided
• Perform stretching before reporting to workstation
MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:
High School Graduate or equivalent
Shopko OCE Certification required within 12 months of hire/transfer/promotion. ABO Certification desirable
Minimum 2 years of previous related experience in customer service, optical (eyewear) manufacturing, or optical retail setting
Excellent customer service skills (ability to build and maintain positive customer relations and handle customer requests in a timely, professional, and accurate manner)
Strong written and oral communication skills
Interpersonal skills
Computer skills (Microsoft Office, Outlook, data entry, etc.)
Ability to problem solve in a professional manner and timely fashion
Analytical and decision-making skills
Self-motivated and detail oriented
Ability to multi-task and prioritize
ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:
Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
Able to read and write at a high school level
Able to sit or stand for extended periods of time
Able to operate various office equipment and Optical Lab equipment
Demonstrate physical agility (bending, climbing, twisting, squatting, lifting, pushing, reaching, etc.) on a repetitive basis
Ability to lift an average of 10 pounds on a repetitive basis
Ability to see (Near, Distance, Color, and Depth Perception)
Manual and finger dexterity, as well as hand/arm steadiness
Ability to grip and hold items
Good eye and hand coordination
Ability to work in a fast-paced production environment
Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines
Able to travel independently to support Company objectives and personal development
Ability to perform work in various departments within the lab on business needs
These statements are intended to describe the general nature and level of work performed by teammates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.