Customer Service Representative

4 weeks ago

Sacramento, California, United States EssilorLuxottica Full time
Job Title: Customer Service Advocate

We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our company brings together the complementary 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.

Job Summary:

The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry/position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction.

Key Responsibilities:
  • Manage customer requests via Salesforce cases to successful outcome.
  • Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
  • Provide quality customer service by answering customer calls, responding to customer questions/concerns, handle technical questions/concerns, and conduct outbound calls (Missed ETAs, Follow-up requests, Back-order substitutions).
  • Prioritize and problem-solve complex customer issues and concerns.
  • Provide quality customer service by answering and responding to Incoming Internal Customer Service requests, Sales Force/Lab activities, and Cases in a timely manner.
  • Conduct professional communication with customers.
  • Occasional modification of jobs to customer specifications.
  • Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
  • Perform other duties within the customer service department or other areas as assigned.
  • Maintain a clean and organized work environment.
  • Observe all company policies, rules, and safety practices.
Requirements:
  • High School education or equivalent required.
  • 4+ years previous related optical experience and/or training.
  • Data Entry knowledge.
  • Lab process flow knowledge.
  • Telephone/Email Etiquette.
  • Active Listening.
  • Familiarity with electronic communication methods such as email, instant messaging, and chat services.
  • Basic ability to add and subtract.
  • Understand decimal numerical sequencing.
  • Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
  • Ability to communicate effectively in a team environment.
  • Ability to use professional language/conduct when communicating externally to customers.
  • Keyboarding skills with the ability to do 10 key.
  • Basic computer hardware knowledge.
Preferred Qualifications:
  • ABO (American Board of Opticianry) Certification.
  • Microsoft Office programs required (Excel, Word, etc.).
  • Gmail and Google Suite of Web-Based Applications.
  • Eclipse Order Entry experience.
  • Optifacts experience.

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.

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