Center Support Specialist

Shoptikal, LLC•De Pere, WI

6d•Onsite

About The Position

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.

Requirements

High School Graduate or equivalent
Shopko OCE Certification required within 12 months of hire/transfer/promotion.
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
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 graduate level
Able to sit or stand for extended periods of time
Able to operate various Optical Lab equipment and office 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
Ability to perform work in various departments within the lab based on business needs
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

Nice To Haves

ABO Certification desirable

Responsibilities

Provide Technical product information
Provide alternate product recommendations
Provide answers to Optical Center questions
Assist the 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
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.
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 customer service or billing complaints
Refer customer concerns to all applicable internal staff members
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 centers
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