Eyewear Care Specialist — Lab & Escalations

Talentify; Saint Cloud (MN); On-site; USD 44,000 - 62,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based in Saint Cloud, MN, to provide advanced service for complex order issues and to coordinate with production.

You’ll work with Customer Service and Lab Operations to investigate delays, track escalations, and communicate with customers. The role requires optical product knowledge, strong problem solving, and collaborative spirit to ensure accurate orders and a positive customer experience.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 3+ years of customer service or call center experience
• 2+ years of optical experience (customer service, lab operations, or related)
• Basic understanding of optical lab workflows
• Experience with CRM platforms and telephony systems
• Strong communication skills with a customer-focused approach

Responsibilities

• Support the resolution of complex and escalated customer issues.
• Review cases to determine production, quality, or workflow actions.
• Communicate status, timelines, and resolution information to customers.
• Document interactions and maintain records in the CRM.
• Coordinate with labs and cross-functional teams to resolve issues.
• Monitor and report on escalated orders and production status.
• Participate in daily production meetings and share insights.

Skills

Customer service

Communication

CRM platforms

Telephony systems

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist based in Saint Cloud, MN, to provide advanced service for complex order issues and to coordinate with production.

You’ll work with Customer Service and Lab Operations to investigate delays, track escalations, and communicate with customers. The role requires optical product knowledge, strong problem solving, and collaborative spirit to ensure accurate orders and a positive customer experience.