Center Support Specialist

2 weeks ago

De Pere, United States Shopko Optical Full time
Job DescriptionJob DescriptionCenter Support Specialist - Optical Lab, $500 Sign on Bonus
1st Shift 8:30am to 5pm, Monday-Friday

At our proprietary lab in De Pere, WI, we manufacture quality eyewear for our eye care center patients at over 140 locations across the North and Midwest. With a focus on continuous improvement, we are always looking for motivated and innovative people that want to help us optimize the production and distribution of this process.

As part of our manufacturing team, you will have access to state-of-the-art lens processing and finishing equipment to efficiently produce high-quality eyewear to keep our patients seeing their best.

Enjoy on-the-job training in a clean and comfortable work environment and benefits including a fixed schedule working 1st shift, 401k with match, and paid time off.

POSITION SUMMARY:

Act as a subject matter expert and primary resource for the Optical Centers as it relates to eyeglass orders and eye care products. Assist the Optical Centers in problem-solving and expediting orders. Assist the Optical Centers with technical questions in relation to the placement of orders and follow up on orders with center or lab concerns. Represent the Optical Lab in a professional manner.

Taking Care of our Teams who Take Care of our Patients

  • Competitive Wages & Incentives
  • 401K with Match
  • Vacation Pay/Personal Day
  • Volunteer Time Off
  • Sick Pay for Hourly Teammates
  • Health & Wellbeing Benefits
  • Voluntary/Cafeteria Offerings
  • Employee Assistance Program
  • On the Job Training & Certification
  • Teammate Recognition Program

DUTIES AND RESPONSIBILITIES:

Technical Support

  • Provide technical product information
  • Provide alternate product recommendations
  • Provide answers to Optical Center questions
  • Assist the Optical 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

Customer Support

  • Confer with customers by telephone or via e-mail to provide information about products or services, complete prescription orders, cancel orders, or obtain details of complaints in order 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 customers' service or billing complaints
  • Refer customer concerns to all applicable internal staff members

Order Processing

  • 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 Stores

MAINTAIN SAFE WORK ENVIRONMENT

• 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


MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:

  • High School Graduate or equivalent
  • Shopko OCE Certification required within 12 months of hire/transfer/promotion. ABO Certification desirable
  • 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

ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:

  • 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 level
  • Able to sit or stand for extended periods of time
  • Able to operate various office equipment and Optical Lab 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
  • 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
  • Ability to perform work in various departments within the lab on business needs

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.

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