Optical Customer Service Supervisor

GENERAL FUNCTION

The Customer Service Supervisor is responsible for supervising and training employees and managing the Office/Customer Service area of the lab to a high level of efficiency while maintaining attendance and a high level of engagement in the department.

Major Duties And Responsibilities

• Demonstrate high competency in all office and customer service duties, including the laboratory operating software system.
• Manage activities to achieve high-quality output and service standards.
• Maintain close association with accounts and address product information issues and Rx service.
• Render decisions to accounts on matters of company sales/service policies and procedures.
• Interpret work ticket instructions and troubleshoot production problems within area of responsibility to ensure production quality and service levels.
• Manage and train employees and ensure timely performance reviews, proper documentation of performance issues and a motivating work environment.
• Effectively communicate with all levels of the organization to ensure understanding and the proper application of company policies, practices and procedures.
• Aid and participate in the planning of State and Local Conventions.
• Continually review and suggest process improvements to simplify jobs, eliminate non-value-added tasks and reduce costs.
• Act as a role model and clearly communicate organizational goals and foster a motivating and collaborative work environment.
• Maintain work area in a neat, clean and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations.
• Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload.
• Cooperate with other coworkers and demonstrate a good attitude.
• Provide proper training, work direction, and technical guidance for less experienced coworkers.
• Attend in-house or supervisory training classes offered locally and suggested by the lab or higher management.
• Perform other duties as assigned.

Basic Qualifications

• A high school diploma, GED or equivalent work experience.
• 4+ years of experience working in customer service, hospitality or call center environment.
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations.
• Ability to perform all clerical and computer functions in support of the lab operations.
• Knowledge of Digital Vision Inc. (DVI) optical manufacturing software.
• Strong verbal and written communication skills and ability to manage internal and external customers.
• Ability to lift/move up to 25 pounds.

Preferred Qualifications

• Previous supervisory experience is a plus.