POSITION SUMMARY:
Act as a subject matter expert and primary resource for the centers as it relates to
eyeglass orders and eye care products. Assist the centers in problem solving and
expediting orders. Assist the centers with technical questions in relation to the placement
of orders and follow up on orders with the center or lab concerns. Represent the Optical
Lab in a professional manner.
DUTIES AND RESPONSIBILITIES
TECHNICAL SUPPORT
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Provide Technical product information
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Provide alternate product recommendations
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Provide answers to Optical Center questions
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Assist the centers in selecting the best product for their patients
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Answer questions about product options
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Answer questions about the benefits of various lens designs and materials, coatings and how it relates to particular prescriptions
CUSTOMER SUPPORT
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Confer with customers by telephone or via e-mail to provide information about products or services, complete prescription orders, cancel orders, or obtain details or complaints to provide resolution.
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Contact customers to provide support in response to inquiries
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Provide timely and accurate responses to avoid delays in the process
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Provide excellent customer service as required to maintain and enhance existing business and new business
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Validate orders in an expedient manner and verify appropriate changes were made to resolve customer service or billing complaints
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Refer customer concerns to all applicable internal staff members
ORDER PROCESSING
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Partner with the Optometrists to resolve order discrepancies
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Reference computer reports to identify and initiate action on delayed prescriptions
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Ensure all changes are completed promptly to avoid unnecessary expenses and delays
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Ensure all delayed prescriptions are properly tagged for prompt processing
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Expedite orders that were problematic and communicate the progress of those orders with the centers
MAINTAIN SAFE WORK ENVIRONMENT
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Follow all company and lab policies and guidelines
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Adhere to safety guidelines and OSHA regulations
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Ensure orders are fabricated only if a work ticket is provided
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Perform stretching before reporting to workstation
MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:
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High School Graduate or equivalent
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Shopko OCE Certification required within 12 months of hire/transfer/promotion.
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ABO Certification desirable
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Minimum 2 years of previous related experience in customer service, optical (eyewear) manufacturing, or optical retail setting
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Excellent customer service skills (ability to build and maintain positive customer relations and handle customer requests in a timely, professional, and accurate manner)
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Strong written and oral communication skills
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Interpersonal skills
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Computer skills (Microsoft Office, Outlook, data entry, etc.)
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Ability to problem solve in a professional manner and timely fashion
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Analytical and decision-making skills
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Self-motivated and detail oriented
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Ability to multi-task and prioritize
ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:
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Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
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Able to read and write at a high school graduate level
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Able to sit or stand for extended periods of time
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Able to operate various Optical Lab equipment and office equipment
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Demonstrate physical agility (bending, climbing, twisting, squatting, lifting, pushing, reaching, etc.) on a repetitive basis
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Ability to lift an average of 10 pounds on a repetitive basis
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Ability to see (Near, Distance, Color, and Depth Perception)
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Manual and finger dexterity, as well as hand/arm steadiness
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Ability to grip and hold items
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Good eye and hand coordination
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Ability to work in a fast-paced production environment
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Ability to perform work in various departments within the lab based on business needs
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Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines
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Able to travel independently to support Company objectives and personal development
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.
