Optical Customer Service Supervisor

EssilorLuxottica; Traverse City (MI); On-site; USD 25,000 - 36,000; Full time

Job summary

Walman Optical, part of EssilorLuxottica, is seeking an Optical Customer Service Supervisor to lead daily operations in the lab and customer service areas. This hourly role focuses on supervision, staff development, and maintaining high service levels for accounts and patients.

You will oversee training, performance reviews and adherence to company policies while contributing to process improvements and cost reductions. A strong emphasis on HIPAA compliance is included.

Qualifications

• 4+ years of experience in customer service, hospitality or call center environment.
• Excellent telephone etiquette and ability to maintain composure with difficult customers.
• Strong verbal and written communication skills with internal and external customers.

Responsibilities

• Supervise and train employees in the lab and office areas.
• Manage and ensure attendance and engagement in the Customer Service department.
• Interpret work tickets and troubleshoot production problems to maintain quality and service levels.
• Communicate policies and procedures across all levels of the organization.
• Maintain a neat, safe, and organized work area and support process improvements.

Skills

Customer service experience

Strong communication

Leadership

Telephone etiquette

Education

High school diploma or GED

Tools

DVI software

Job description

Optical Customer Service Supervisor (hourly) Mon to Fri 7:30 am to 5:00 pm

Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners.

As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision.

Walman is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

GENERAL FUNCTION

The Customer Service Supervisor is responsible for supervising and training employees and managing the Office/Customer Service area of the lab to a high level of efficiency while maintaining attendance and a high level of engagement in the department.

MAJOR DUTIES AND RESPONSIBILITIES:

• Demonstrate high competency in all office and customer service duties, including the laboratory operating software system. Manage activities to achieve high-quality output and service standards.
• Maintain close association with accounts and address product information issues and Rx service. Render decisions to accounts on matters of company sales/service policies and procedures.
• Interpret work ticket instructions and troubleshoot production problems within area of responsibility to ensure production quality and service levels.
• Manage and train employees and ensure timely performance reviews, proper documentation of performance issues and a motivating work environment.
• Effectively communicate with all levels of the organization to ensure understanding and the proper application of company policies, practices and procedures.
• Assist and participate in the planning of State and Local Conventions.
• Continually review and suggest process improvements to simplify jobs, eliminate non-value-added tasks and reduce costs.
• Act as a role model and clearly communicate organizational goals and foster a motivating and collaborative work environment.
• Maintain work area in a neat, clean and organized condition.
• Understand and follow all company and manufacturer’s policies and procedures and ensure compliance with all attendance & safety rules and regulations. Maintain confidentiality of all proprietary and HIPAA protected information.
• Willingly assist others as necessary to keep work current, meet deadlines or maintain an even workload. Cooperate with other coworkers and demonstrate a good attitude.
• Provide proper training, work direction, and technical guidance for less experienced coworkers. Attend in-house or supervisory training classes offered locally and suggested by the lab or higher management.
• Perform other duties as assigned.

This position requires exposure to one or more hazardous substances/chemicals which requires safety training

BASIC QUALIFICATIONS:

• High school diploma, GED or equivalent work experience.
• 4+ years of experience working in customer service, hospitality or call center environment.
• Excellent telephone etiquette and ability to maintain composure when dealing with difficult customer situations.
• Ability to perform all clerical and computer functions in support of the lab operations.
• Knowledge of Digital Vision Inc. (DVI) optical manufacturing software.
• Strong verbal and written communication skills and ability to manage internal and external customers.
• Ability to lift/move up to 25 pounds.

PREFERRED QUALIFICATIONS:

• Previous supervisory experience is a plus.

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email .

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.