Requisition ID: 913758
Store #: E02040 Ops - Cust Svc - General Young
Position: Full-Time
Total Rewards: Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

The Customer Service Representative provides high quality multi-channel support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Central One Optical’s overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems. Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include answering phones and following through on customer inquiries.

MAJOR DUTIES AND RESPONSIBILITIES

• All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed.
• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with providers resulting in increased customer satisfaction and retention.
• Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo’s, technical questions, and conduct outbound calls.
• Acts as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensures productivity, and quality levels are met in order to meet and exceed customer and Central One Service expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.
• Prioritize and problem solve complex customer issues and concerns.
• Manage Customer late lists, moving late jobs through lab and communicating with customers.
• Investigate and troubleshoot shipping and delivery concerns.
• Act as a liaison between the lab and inter-company laboratories.

BASIC QUALIFICATIONS

• High School education or equivalent preferred
• Previous related experience or training
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write short correspondence
• Ability to communicate effectively in a team environment
• Ability to use professional language/conduct when communicating externally to customers
• Basic math abilities
• Ability to multi-task and prioritize
• Demonstrate good judgment and decision-making skills
• Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook
• Keyboarding skills with the ability to 10 key and type 35-40 WPM
• ABO Certified preferred

PREFERRED QUALIFICATIONS

• 2-4 years previous related experience and/or training
• Previous experience in a telephonic or personal customer contact position
• Luxottica Retail store/field experience
• Bilingual

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 HRCompliance@luxotticaretail.com.

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.