Job description

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

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.

Standard Hours:

Monday - Friday: 10:00am – 2:00pm

Extended Hours:

Monday - Friday: 10:00am - 4:00pm

GENERAL FUNCTION

The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Luxottica Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

MAJOR DUTIES AND RESPONSIBILITIES

• Assists customers telephonically and non-telephonically with service and support issues.
• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
• Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica Retail expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.

BASIC QUALIFICATIONS

• High School or equivalent
• Ability to produce quality and professional written correspondence with customers
• Ability to demonstrate and perform basic math
• Customer service orientation
• Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
• Commitment to providing resolution to customer issues on the first contact
• Strong English comprehension and a good command of grammar

PREFERRED QUALIFICATIONS

• Associate degree or higher
• Previous experience in a telephonic or personal customer contact position
• Luxottica Retail store/field experience

Job Type: Part-time

Pay: $16.25 per hour

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: In person

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