Customer Service Specialist

Requisition ID:877259

Position:Full-Time

Total Rewards:Benefits/Incentive Information

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.

GENERAL FUNCTION

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
  

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.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name 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.