Customer Service Specialist

Requisition I D: 914707

Store #: X00423 Resource Group - Field US

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 Specialist provides high quality support and problem resolution in a team environment to Luxottica internal and external customers as well as Customer Support staff. This position functions as the first step of the escalation resolution process for customer problems, providing immediate consultant assistance to the staff as they interact with customers.

MAJOR DUTIES AND RESPONSIBILITIES

• Communicates with internal and external customers telephonically and non-telephonically assisting with service and support issues.
• Resolves complex customer issues.
• Works effectively in a team environment.
• Acts as a point of escalation for CSRs & Sr. CSRs who cannot resolve an issue.
• Provides impromptu coaching to peers and particularly those less tenured in order to continually develop the staff.
• Takes an active role in the professional development of CSRs and Sr. CSRs by participating in focus groups and administering assessments called for in the career path.
• Works with Sr. Consultants to assess skill and knowledge gaps in some or all of the staff and works to implement solutions to address the gaps.
• Actively seeks ideas from the staff, particularly from CSRs and Sr. CSRs, for ideas for improvement.
• Continually educates the staff on how to affect positive change through established Departmental processes.
• Develops and delivers training to new hires as well as related topics for which they are responsible.
• Promotes department support and growth by participating in or leading projects that improve or add value to Customer Service and support the Luxottica Retail strategy.

BASIC QUALIFICATIONS

• Bachelor’s Degree or comparable; or equivalent experience
• 1-2 years of prior Luxottica Customer Service Call Center experience
• Demonstrated proficiency in meeting all accountabilities of the Senior Customer Support Representative.
• Proficient with the PC in a Windows environment
• Attention to detail
• Individuals performing at this level will have achieved an in-depth level of knowledge of all products and processes.
• Commitment to providing resolution to customer issues on the first pass
• Ability to create and provide basic analysis on various reports
• Appropriate coaching of others to ensure accurate resolution to customer issues and continued staff development

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.