Eyewear Customer Care Specialist - Escalations & Lab Ops

Talentify; Lenexa (KS); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health care benefits

Retirement savings

Paid time off

Job summary

EssilorLuxottica in Lenexa, Kansas seeks a Customer Care Specialist to support escalated customer issues from the optical production lab, collaborating with Customer Service and Lab Operations to ensure accurate production flow.

The ideal candidate has a Bachelor's in Business Administration or related field, 3+ years in customer service, 2+ years in optical settings, and strong CRM/telephony skills to improve 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 resolution of complex and escalated customer issues.
• Review cases to determine production, quality, or workflow actions.
• Communicate status updates and timelines to customers.
• Document interactions and maintain CRM records.
• Coordinate with cross-functional teams to resolve issues.
• Monitor escalated orders and report risks to customers and internal partners.
• Participate in daily production meetings to discuss priorities and issue statuses.
• Identify recurring issues and share trends with leadership.

Skills

Customer service

CRM

Communication

Attention to detail

Team collaboration

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica in Lenexa, Kansas seeks a Customer Care Specialist to support escalated customer issues from the optical production lab, collaborating with Customer Service and Lab Operations to ensure accurate production flow.

The ideal candidate has a Bachelor's in Business Administration or related field, 3+ years in customer service, 2+ years in optical settings, and strong CRM/telephony skills to improve customer experience.