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Customer Service Manager
OH - Youngstown

Opportunity Snapshot
Top reasons to consider aligning your career with Classic Optical Laboratories
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Prime Opportunity to Manage Customer Service at a Thriving Organization Committed to Quality and Customer Satisfaction

If you combine a strong background in customer service with proven leadership skills and the ability to coach and motivate team members, the role of Customer Service Manager with Classic Optical Laboratories offers you some compelling opportunities. You will:
  • 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.
Making eyeglasses to bring the future into focus Classic Optical Laboratories, Inc. has successfully supplied the optical industry with top-quality, low-cost eyewear for more than 50 years. Our centralized, world-class lab produces thousands of custom eyeglasses every day and delivers them to eyecare providers (ECPs) across the country. In addition to serving independent provider offices from Maine to California, we offer expertise in managing high-volume contracts for insurance organizations, managed care organizations (MCOs), union organizations and trust funds, educational institutions, correctional facilities, manufacturing plants, and numerous federal and state government programs. Classic Optical is part of Essilor of America, the leading manufacturer of eyeglass lenses in the United States. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. 

Pictured: Customer Service Team
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Impact Service & Quality as You Manage a Team of Account Reps at a Growing Industry Leader

The Requirements
Learn the qualities and qualifications that will enable you to thrive in this role.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Service Manager opportunity, you will have:
  • 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)
You will work a Monday through Friday day shift, but we'll also look to you to be flexible to work overtime as needed. As an essential business, we are following appropriate protocols to ensure the health and safety of all employees. 

Pictured: Classic Optical has fully automated its lab with robotics, the latest cutting edge systems and state-of-the-art manufacturing equipment to maximize throughput capacity.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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Reporting to the Director of Contracting & Customer Service, as Customer Service Manager, your overall mission will be to provide leadership to the Customer Service department, managing the workflow and developing the skills of the customer service staff so that members can perform to their full potential and deliver best-in-class customer service. The team supports customers Monday-Friday from 8:00 am EST to 8 pm EST, with cell phone coverage until 9 pm EST. 

Daily, you will manage the customer service team, including the evening shift manager and account representatives, ensuring all duties are performed to established standards and are in compliance with company policies, procedures and safety practices, including ensuring regular and prompt attendance and overtime availability. The majority of your time will be spent managing team members and overseeing all customer service functions, including: 
  • 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
In addition to your managerial responsibilities, you will step in, acting as an account representative for designated health plans, contracts or customers as required by staff absences and workflow demands. Those responsibilities will include, but not be limited to:
  • 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
Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: Classic Optical's associates are the foundation of our success, and this team of close to 250 dedicated professionals makes Classic an industry leader. We focus on hiring the best technical staff and the most caring customer service representatives to provide incomparable services in every facet of our business. Our collective mission is to ensure the highest quality and most expedient delivery of precision-crafted eyewear to meet every client's and every patient's individual needs.
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Why Join Us
More great reasons to join our team.
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Autonomy and Support
We're seeking a customer service professional who will take ownership of this role. We'll provide you the autonomy you need to develop your team along with strong support from your supervisor and other stakeholders when you need it.

Great Ideas Welcomed
At Classic Optical you will enjoy a professional workplace where you can truly make a difference. We are always open to ideas and suggestions to improve processes and efficiencies, and you'll be in a great position to see where improvements can be made. 

Professional Development
We'll set you up for success with initial training and ongoing coaching. You'll be able to spotlight your talent and potential to take on additional responsibilities and/or pursue other opportunities in the company. While this role could keep you happy and challenged for years to come, we are committed to promoting from within whenever possible and support long-term goals.

Great Environment
You will join a team that includes dedicated, smart and mutually supportive professionals. Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for 50 years.

Excellent Compensation
In addition to competitive compensation, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.
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Road to Success
Explore the characteristics that will enable you to stand out.
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Classic Optical is the preeminent contract ophthalmic laboratory. We provide the highest quality products at competitive pricing and build superior customer relationships through the delivery of unrivaled value. The secret behind our success is our unwavering commitment to providing premium products with exceptional service.

As Customer Service Manager, you will ensure that the account representatives that you manage listen carefully to customers in order to provide custom-tailored solutions that best meet their needs. We strive to always be the right choice and you and your team will be on the front line, serving as the face of Classic Optical Laboratories. 

To be successful in the role of Customer Service Manager, you will be a talented manager who enjoys leading by example. You will be someone who is constantly in teaching and helping mode and committed to seeing the team and its members succeed. Additionally, the ideal candidate for this role will be:
  • A relationship builder who can effectively build rapport with customers, leadership, direct reports, and cross-functional team members.
  • Adept at working and advancing service in a fast-paced, growth environment.
  • Passionate about service.
  • Friendly and approachable, but also a strong manager with high standards and expectations. 
  • Able to manage multiple, sometimes conflicting priorities in a fast-paced environment.
  • Dedicated to ongoing learning for yourself and your team.
If this role sounds like the right mix of challenge and opportunity, and you meet the minimum qualifications, we encourage you to apply and look forward to hearing from you.
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Classic Optical is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at tspencer@engage2excel.com.