Optical Customer Service Supervisor (hourly) Mon to Fri 7:30 am to 5:00 pm

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. - Assist 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

- 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