SVS Vision - Office Manager - Lake Orion, MI

SVS Vision, Inc.•Lake Orion, MI

About The Position

POSITION SUMMARY: Effectively lead the optical team to maximize sales, profit and customer service objectives. Supervise and perform optical operations that include dispensing of eyewear, patient care, setting strategic goals and delivering financial performance. Hire, train, coach and manage performance of team. Work in partnership with Optometrist to drive positive business results, patient care and customer service. DUTIES AND RESPONSIBILITIES: LEADERSHIP Hire, develop and train associates Manage associate performance in line with HR and union policies Identify key-carriers and schedule appropriately to ensure all key-carrier responsibilities are being completed including opening/closing the store, cash office and alarm call response Partner with Optometrist to ensure team and doctor are working together to drive business and patient/customer care results Ensure store is compliant with all company HR policies and practices as well as federal and state laws and regulations Ensure store team follows relevant operational processes Communicate effectively with team to ensure knowledge of company initiatives, processes and key associate information DRIVE BUSINESS Lead team to execute merchandise, operational and customer service strategies to deliver planned sales, gross margin and financial results Model service, patient care and selling techniques to maximize customer satisfaction and achieve business objectives Act with urgency to complete tasks and respond to patients and customers Drive optical initiatives through team by planning and scheduling, and following up appropriately Identify opportunities to grow business Develop business plans and follow up on actions to drive profitable sales CUSTOMER SERVICE AND PATIENT CARE Provide and continuously model excellent customer service in all customer interactions Provide appropriate direction and feedback to the team related to customer service, including resolution of customer issues Dispense eyewear according to professional standards Perform key-carrier tasks including opening/closing the store, cash office, committing payroll and responding to alarm calls

Requirements

ABO/SVS Certification required within 12 months of hire/promotion
High School Graduate or equivalent
3 years of leadership experience or equivalent management experience with strong customer service focus (preferably in an optical or retail setting)
Proven ability to lead, coach and build relationships in a professional environment
Able to direct and motivate a diverse associate network
Able to analyze and solve issues of varied scope: able to act decisively to implement solutions
Solid organizational and planning skills
Able to continuously monitor progress in relation to goal attainment
Able to analyze financial data, recognize opportunities for improvement and formulate plans to address.
Able to multi-task and remain flexible in an ever-changing environment
Demonstrate commitment to provide great customer service
Solid computer knowledge to include Microsoft Office Suite of programs
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 office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
Ability to lift 10 to 20 pounds
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
Demonstrate physical agility (bending, twisting, reaching and pulling)
Able to operate a cash register, various optical equipment and tools
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

Optician experience desired

Responsibilities

Hire, develop and train associates
Manage associate performance in line with HR and union policies
Identify key-carriers and schedule appropriately to ensure all key-carrier responsibilities are being completed including opening/closing the store, cash office and alarm call response
Partner with Optometrist to ensure team and doctor are working together to drive business and patient/customer care results
Ensure store is compliant with all company HR policies and practices as well as federal and state laws and regulations
Ensure store team follows relevant operational processes
Communicate effectively with team to ensure knowledge of company initiatives, processes and key associate information
Lead team to execute merchandise, operational and customer service strategies to deliver planned sales, gross margin and financial results
Model service, patient care and selling techniques to maximize customer satisfaction and achieve business objectives
Act with urgency to complete tasks and respond to patients and customers
Drive optical initiatives through team by planning and scheduling, and following up appropriately
Identify opportunities to grow business
Develop business plans and follow up on actions to drive profitable sales
Provide and continuously model excellent customer service in all customer interactions
Provide appropriate direction and feedback to the team related to customer service, including resolution of customer issues
Dispense eyewear according to professional standards
Perform key-carrier tasks including opening/closing the store, cash office, committing payroll and responding to alarm calls