Ophthalmic Customer Service Expert: Order Resolution

Luxottica; Warwick (RI); On-site; USD 42,000 - 62,000; Full time

Job summary

EssilorLuxottica is seeking a seasoned Customer Service Representative in the United States to resolve order issues and support internal and external customers across multiple channels. The role emphasizes problem solving, critical thinking, and precise communication in a fast‑paced environment.

Ideal candidates will have 5+ years in customer service, proficiency with Microsoft Excel, and the ability to handle high‑pressure situations while delivering exceptional service and accurate information.

Qualifications

• 5+ years of customer service experience.
• Excellent communication techniques, including courteous language and proper grammar.
• Excellent critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Excellent active listening and comprehension skills.
• Ability to demonstrate empathy in all situations.
• Ability to negotiate win/win resolutions.
• Ability to multi-task and prioritize handling issues in a high-stress environment.
• Ability to be self-reliant and resourceful.
• Experience with Microsoft Excel and Microsoft Office.

Responsibilities

• Analyses and resolves order errors and inconsistencies.
• Uses effective problem‑solving techniques to resolve exceptions.
• Applies critical thinking to ensure customer satisfaction.
• Follows proper procedures and guidelines for resolutions.
• Navigates efficiently in all system applications.
• Applies appropriate urgency to exceed expectations.
• Communicates with Store Associates, Leadership, Brand Teams, and other Departments.
• Communicates with Vendors, Shipment Couriers, and Outside Labs.

Skills

Customer service

Communication skills

Critical thinking

Active listening

Empathy

Negotiation

Multi-tasking

Self-reliance

Excel

Microsoft Office

Tools

Microsoft Excel

Job description

EssilorLuxottica is seeking a seasoned Customer Service Representative in the United States to resolve order issues and support internal and external customers across multiple channels. The role emphasizes problem solving, critical thinking, and precise communication in a fast‑paced environment.

Ideal candidates will have 5+ years in customer service, proficiency with Microsoft Excel, and the ability to handle high‑pressure situations while delivering exceptional service and accurate information.