Store Support Specialist - Monday-Thursday 10:30a-9:00p

External Job Posting

Store Support SpecialistShift: Monday- Thursday, 10:30am- 9:00pm.

Position Summary:
Help us to fabricate eyeglasses to help the world to see. As a Store Support Specialist, you willact as a subject matter expert and primary resource for the Optical Centers on eyeglass orders and eye care products.Our second shift teammates work Monday-Thursday so they get to enjoy three day weekends, in addition to a $.50 per hour shift differential on top of your hourly pay. We have excellent training program, so experience in Optical is not required. Previous experience or Optical Certifications will be rewarded with a higher starting wage. As a member of our team, you will enjoy a full suite of benefits.

DUTIES AND RESPONSIBILITIES:
Technical Support

• Provide technical product information
• Provide alternate product recommendations
• Provide answers to Optical Center questions and assist in selecting the best product for their patients
• Answer questions about product options. 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

MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:

• High School Graduate or GED
• ABO or OCE certification preferred; or ability to obtain in one year.
• 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
• Computer skills (Microsoft Office, Outlook, data entry, etc.)
• Ability to problem solve in a professional manner and timely fashion
• 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 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

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.