Customer Service Representative

2 days ago


Saint Cloud, Minnesota, United States EssilorLuxottica Full time
About EssilorLuxottica

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the expertise of two industry pioneers to create a vertically integrated business that addresses the world's evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries, our people are creative, entrepreneurial, and celebrated for their unique perspectives and individuality. We enable people to "see more and be more" through our innovative designs, 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.

Job Summary

The Customer Service Representative is responsible for handling calls from new and existing business clients regarding various requests in an efficient and effective manner. This role requires knowledge of Luxottica products and services, as well as excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business.

Key Responsibilities

  • Answer incoming calls and process orders.
  • Resolve customer complaints, troubleshoot issues to determine the best path for resolution.
  • Correctly document customer interactions and track call types.
  • Maintain support service levels and uphold Luxottica's Customer Service standards.
  • Own follow-up with customers to resolve inquiries regarding order status, shipping status, and stock availability.
  • Take inbound phone calls for up to 90% of assigned shift.
  • Perform all other duties as assigned.

Requirements

  • High school diploma
  • 1+ year(s) of experience working in customer service, hospitality, or call center environment
  • Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
  • Strong verbal and written communication skills
  • Demonstrated listening and comprehension skills
  • A clear team player with strong interpersonal skills
  • Ability to maintain composure when dealing with difficult customer situations
  • Excellent time management skills - must be able to prioritize tasks efficiently
  • Strong PC skills, including MS Office; Word and Excel
  • Ability to navigate information systems and internet

Preferred Qualifications

  • Higher education degree
  • Previous experience using SAP
  • Previous experience in the optical industry, full knowledge of Luxottica's optical products, and a strong command of the industry language
  • Bilingual Spanish or French


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