Job Description

Overview

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Over 150 countries access a platform of high?quality vision care products such as Essilor, Varilux, Crizal, Eyezen, Stellest, Transitions, Ray?Ban, Oakley, Persol, and Oliver Peoples, along with retail and e?commerce channels including Sunglass Hut, LensCrafters, Target Optical, and leading online platforms.

We invite you to join a community of over 200,000 employees worldwide and help transform the eyewear and eyecare industry.

General Function

The Customer Service Specialist provides high?quality support and problem resolution in a team environment for Luxottica internal and external customers, acting as the first step of the escalation resolution process for customer problems.

Major Duties and Responsibilities

• Communicate with internal and external customers telephonically and non?telephonically to assist with service and support issues.
• Resolve complex customer issues and provide immediate consultant assistance.
• Work effectively in a team environment and act as a point of escalation for CSRs & Sr. CSRs who cannot resolve an issue.
• Provide impromptu coaching to peers, especially less tenured staff, and develop staff through focus groups and assessments.
• Assess skill and knowledge gaps with Sr. Consultants and implement solutions to address the gaps.
• Seek ideas from staff for improvement and educate them on positive change through established departmental processes.
• Develop and deliver training for new hires on related topics.
• Support department growth by participating in or leading projects that add value to Customer Service and support the Luxottica Retail strategy.

Basic Qualifications

• Bachelors Degree or equivalent experience.
• 12 years of prior Luxottica Customer Service Call Center experience.
• Proficiency in meeting all accountabilities of the Senior Customer Support Representative.
• Proficient with PC in a Windows environment.
• Attention to detail and ability to provide basic analysis on various reports.
• In-depth knowledge of all products and processes.
• Commitment to providing resolution to customer issues on the first pass.
• Appropriate coaching of others to ensure accurate resolution and continued staff development.

Benefits and Compensation

Employee pay is determined by multiple factors including geography, experience, qualifications, skills, and local minimum wage requirements. A competitive bonus and/or commission plan may be offered. Total rewards include health care, retirement savings, paid time off/vacation, and various employee discounts.

Equal Opportunity

EssilorLuxottica is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, 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.

Contact

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 Speak?Up Hotline at 844?303?0229 or email HRCompliance@luxotticaretail.com.

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