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Customer Service Representative

3 months ago

Youngstown, United States EssilorLuxottica Full time
WHO WE ARE

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.

GENERAL FUNCTION

The Customer Service Representative provides high quality multi-channel support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Central One Optical's overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems. Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include answering phones and following through on customer inquiries.

MAJOR DUTIES AND RESPONSIBILITIES
  • All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed.
  • Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with providers resulting in increased customer satisfaction and retention.
  • Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, enter orders and /or redo's, technical questions, and conduct outbound calls.
  • Acts as a positive role model by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
  • Ensures productivity, and quality levels are met in order to meet and exceed customer and Central One Service expectations.
  • Uses courteous and professional language.
  • Works effectively in a team environment.
  • Creates a win-win resolution to problems.
  • Prioritize and problem solve complex customer issues and concerns.
  • Manage Customer late lists, moving late jobs through lab and communicating with customers.
  • Investigate and troubleshoot shipping and delivery concerns.
  • Act as a liaison between the lab and inter-company laboratories.
BASIC QUALIFICATIONS
  • High School education or equivalent preferred
  • Previous related experience or training
  • Ability to read and comprehend simple instructions, short correspondence, and memos
  • Ability to write short correspondence
  • Ability to communicate effectively in a team environment
  • Ability to use professional language/conduct when communicating externally to customers
  • Basic math abilities
  • Ability to multi-task and prioritize
  • Demonstrate good judgment and decision-making skills
  • Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook
  • Keyboarding skills with the ability to 10 key and type 35-40 WPM
  • ABO Certified preferred
PREFERRED QUALIFICATIONS
  • 2-4 years previous related experience and/or training
  • Previous experience in a telephonic or personal customer contact position
  • Luxottica Retail store/field experience
  • Bilingual

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