Prime Opportunity to Manage Customer Service at a Thriving Organization Committed to Quality and Customer Satisfaction

• Influence operations and positively impact customer service by effectively leading a strong team and making a good thing even better. 
• While you'll manage a solid team, you'll still have plenty of opportunities to make your mark as you identify areas for improvement, coach and motivate team members, and more.
• Build a career home at a family-oriented, tight-knit company. People enjoy working at Classic Optical as demonstrated by our high number of long-tenured employees.
• Serve as part of an essential, recession-proof business. You can feel pride in supporting the gift of sight while playing an important leadership role at one of the most successful optical laboratories in the country today.
• Earn competitive compensation and comprehensive benefits in an upbeat, collaborative culture.
• Classic Optical Laboratories is part of Essilor. Essilor's recent merger with Luxottica created the world's largest player in the eyewear industry and will create opportunities for strong performers here in the U.S. and across the globe.

• An associate, bachelor's or higher degree preferred
• 4+ years related customer service experience and/or training required, including managing account/customer service representatives  Quick question for you - click here
• Strong leadership skills with the ability to motivate, coach and develop others
• Past optical experience desired, but not required
• Demonstrated strong judgment, decision-making and problem-solving skills
• Strong computer and keyboarding skills; Microsoft Office programs preferred (Word, Excel, Outlook)  Quick question for you - click here
• Ability to multi-task and prioritize in a fast-paced office environment
• Strong written and verbal communication skills including the ability to:
  • Communicate effectively in a team environment
  • Present information and respond to questions from groups of managers, employees, and the general public
  • Use professional language/conduct when communicating externally to customers
  • Read and interpret documents such as standard operating procedures, safety manuals, operating instructions, and procedure manuals: document and implement standard operating procedures
  • Write professional business correspondence
• Solid basic math skills (add, subtract, decimal numerical sequencing)

• Balancing the workload
  • Assigning staff to new or alternate duties as workload demands
• Employee management and development
  • Performing annual evaluations; disciplining staff members as required
  • Interviewing and hiring new staff as needed
  • Working closely with the manager to develop training programs, and learn new plans and contracts  Quick question for you - click here
  • Scheduling and implementing all required corporate training and customer service training, including cross-training and product training
• Working with the Director of Contracting and Customer Service to plan staffing needs and budgets
• Working closely with and supporting account representatives with plan, contract, and customer issues
• Oversight of phone answering including order status checks and order denial reviews, and administrative tasks including filing, faxing, unboxing orders and inspecting frames, data entry into the LMS system and/or Google Docs, and more
• Generation, oversight and review of phone system reports
• Travel as contractually required to plans/customers that require onsite visits, and to attend optical trade shows or other functions

• Acting as the evening shift manager
• Leveraging a thorough understanding of plan or contract member benefits for customer interactions
• Monitoring order status, delays
• Reviewing prior authorization requests
• Communicating with providers regarding denials, delayed orders, authorization requests, etc.
• Answering customer questions, including and beyond the scope of order status and reasons for denial