Optical Retail General Manager
The General Manager is directly responsible for leading the office team in ensuring that the patients experience meets and exceeds the Company's promise of outstanding customer service and the profitability of the Retail Office location. They manage the overall operation of the office, both lab and retail; supervise and evaluate staff's performance; maintains company standard for all financial, operational and service goals. ESSENTIAL DUTIES AND RESPONSIBILITIES Customer ServiceMaintains company's goal to "Exceed the Customer/Patient's Expectation", going "above and beyond" role model for the organization which will be monitored by mystery visits, number of patient complaints, CSAT ranking, resolution of customer issues, phone answering and greetingResponds to and resolves any patient concerns or complaints; reports any complaints that cannot be resolved at the General Manager level to the Regional Manager Customer Service Department Promotes company brand to associates, patients, and community OperationsAchieves or exceeds monthly customer service ranking goalAchieves or exceeds monthly/annual sales projections in effort to maximize revenue and gross margins according to company goals and standardsEnsures that all eyeglasses and contact lenses are delivered according to promised timeMonitors patient flow throughout the office, ensuring minimum wait time to our patientsMonitors and prevents "Walking Rx's" by utilizing knowledge of cost of goods and promoting company's "Best Price Guarantee"Processes and submits all company documentation, including management reports, financial reports, third party (insurance) claims, for timely processingEnsures compliance of daily activities; confirmations, bank deposits, daily sales reporting, etc.; utilizes manager's checklist for accuracy, as well as daily checklistsControls and directs selling strategies to maximize office profitsControls and reduces inventory shrinkage by monitoring damaged and defective product in CL area, dispensary and labAttends all company meetings, training events, seminars, clinics, etcAudits and submits payroll on a biweekly basisWorks with Optometrist to create a co-management environmentIdentifies areas of inefficiency in office and takes corrective actionCommunicates needs to Regional ManagerAny other duties as assigned by the Home Office Supervises and Evaluates Staff's PerformanceEnsures all associates are properly cross-trained in all areas of the officeEnsures all selling standards are being achieved by sales personnel such as CSAT ranking, percentage of BOGO's, Multiple Pairs, Back-Up Glasses, Eyeglass Warranties, reducing Exam Only's, maximizing each transactionCommunicates, implements, and ensures compliance to all company policies, procedures and company changes to associates in an accurate and timely fashionEnsures team understands COS/OMELeads bi-weekly staff meetingsCommunicates in a strong, accurate, and motivational mannerProvides communication to associates in regards to performance; provides direction when improvement is requiredGenerates a positive atmosphere by being a role model and encouraging teamwork Requirements * AA or BA/BS in related field required* Minimum 3-5 years experience within the Optometry/Vision Care industry experience, in a similar work/office environment* At least 1.5 years of supervisory experience with increasing levels of responsibility* Demonstrated success working and managing in retail, office environment addressing a broad spectrum of customer requirements and preferences* Demonstrated ability to effectively manage inventory control, sales controls and staffing controls to maximize the profitability of the office* Demonstrated ability to drive sales growth and proactively address changing trends* Demonstrated ability to establish positive patient rapport and build relationships to establish repeat customer-trends* Strong communication skills (oral and written) with the proven ability to manage priorities in a fast paced, entrepreneurial environment* Ability to multi-task, set priorities and ensure that patient commitments/deadlines are met* Proficiency in utilization of automated equipment and systems standard to the optometry industry EOE Company Description: At Hire Velocity, we are passionate about designing talent strategies that transform organizations, and make the impossible possible for our clients. By combining high quality delivery teams with the most advanced recruiting and social media tools, we utilize two of our greatest assets to discover, measure, maximize, and deliver results.