Essilor of America, Inc. (Essilor), is the leading manufacturer and wholesaler of prescription lenses in the United States.
We currently have a Customer Service Manager career opportunity at Southern Optical (SOC) in Nashville, TN.



POSITION PURPOSE:
This position is responsible for the operational management of the Customer Service Department; serves as a role model and leader that must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results. Responsibilities include overall staffing requirements; measurement of key performance indicators; and definition of business & customer requirements that will drive the development and implementation of procedures. Additionally this position will oversee cross functional work relations – acting as liaison between customers and other departments that are targeted to resolve issues raised by customers. Builds a cohesive team, leading by example and managing directly through supervisors and/or group leads. Interacts with other business units within the organization to grow the business and retain customers.


PRIMARY RESPONSIBILITIES:
• Provides leadership that fosters teamwork, employee respect, empowerment, and open communication. Recommends, implements and coordinates with Customer Experience Teams to share "best practices" and policies that maximize employee development, training and performance.
• Demonstrates understanding of the optical industry and the changing market; provides direction to support those changes. Evaluates the processes & work-flows of the department to meet the evolving needs of the customer and ensure documentation is properly updated
• Exhibits managerial courage to challenge status quo and serve as an advocate on behalf of our customers and our business.
• Demonstrates effective business acumen through the management of department budgets and meets/exceeds key performance indicators.
• Resolves escalated customer issues while balancing business needs and customer expectations.
• Ensures superior customer service quality and operational efficiency through talent development.
• Establishes performance expectations and accountability measures through the use of coaching, performance reviews and disciplinary actions.
• Ensure training requirements are documented and assist with corresponding training procedures, both for initial hires and continuing education of tenured agents.
• Interprets and ensure consistent application of established policies and procedures.
• Partners with Sales and Operations Leaders to help drive business results through open two-way communication.
• Fosters relationships with different channels internally to leverage expertise, open communication and procedures, and determine best practices.
• Markets Customer Service team to Sales Consultants, Labs, and Customers in an effective, formal, and well- planned format..
• Assists – directly or indirectly – with the support of project-based teams which include members of the CS Department or support CS Department initiatives.
• Coordinates the daily operations of the Customer Service Department to maximize productivity, increase accuracy and improve efficiencies.


EDUCATION AND QUALIFICATIONS:
• 5+ years Customer Service Supervisory and/or Management experience in a call center (or like) environment
• Superior communication (verbal and written) and interpersonal skills
• Relates well to people within all levels of the organization through strong business knowledge and professional courage
• Can establish & maintain a customer-centric rapport with internal and external customers.
• Excellent organizational, planning and analytical skills with attention to detail and follow through.
• Strong understanding of call center automation and systems technology including CRM systems, ACD systems, and Quality Monitoring software.
• PC Office Automation Skills – MS Office, Word, Excel. Oracle apps, particularly OM a strong plus.
• Must have the ability to be creative & open-minded in a diverse and evolving CS environment.

If you are interested in applying for this position please proceed through the link below or visit our website at: www.essilorusa.com
http://ch.tbe.taleo.net/CH01/ats/car...cws=1&rid=2841
As the worldwide leader in the ophthalmic industry, we are dedicated to growing our business and enhancing our customers’ quality of life.