Team Lead - Customer Service

Requisition I D: 919946

Store #: 110189 Resource Group - OH CSC

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 portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

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 Team Lead promotes exceptional customer service and support to external as well as internal customers through effective management of customer relations.

MAJOR DUTIES & RESPONSIBILITIES

• Motivates Team – maintains a high level of enthusiasm and motivation within the group.
• Develops Associates – identifies training needs and trains associates; communicates opportunities for improvement and recognizes achievements; understands the importance of confidentiality and privacy when consulting with individual team members and Managers; provides input for associate performance assessments.
• Schedules –assures adequate coverage is provided to maintain acceptable service levels including identifying hiring needs, interviewing and participating in the hiring process.
• Reviews & Interprets Reports – reviews, analyzes and interprets daily reports to assure appropriate adjustments are made and recognition is given for continued success and improvement.
• Maintains Employee Files – maintains current attendance, documentation, performance and productivity files on each employee.
• Monitors Quality – monitors calls and provides immediate coaching feedback.
• Leads Special Projects – leads projects through research, development and execution of all tasks.
• Trains –assists the Department Trainer in the development and updating of training and reference materials.

BASIC QUALIFICATIONS

• High School Diploma
• 5+ years customer service experience, addressing customer questions or resolving customer issues
• Knowledge of Microsoft Office Environment

PREFERRED QUALIFICATIONS

• College or university degree
• 2+ years or related experience in handling complex customer resolution activities

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 [email protected].

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.