Ophthalmic Customer Service Team Lead

EssilorLuxottica; Orangeburg (NY); Sur place; USD 36 000 - 54 000; Plein temps

Avantages offerts par ce poste

Health care

Retirement savings

Paid time off

Employee discounts

Résumé du poste

EssilorLuxottica is seeking a Team Lead for the Customer Service group to manage complex inquiries, guide escalations, and drive process improvements. You will partner with Sales, Operations, Logistics, and Technical Support to resolve issues and support business needs.

The role requires advanced product knowledge, leadership, and a commitment to delivering exceptional customer experiences, while mentoring agents and ensuring KPIs are met.

Qualifications

• High school diploma or equivalent.
• 5–7 years of customer service or client relations experience.
• ABO certification within first year of employment.
• Ability to handle escalated customer concerns with professionalism and efficiency.
• Proficiency in CRM platforms and Microsoft Office Suite.
• Strong verbal and written communication skills.

Responsabilités

• Respond promptly and professionally to customer inquiries across supported communication channels.
• Anticipate customer needs and provide effective solutions that support satisfaction, retention, and the overall customer experience.
• Provide day-to-day functional leadership and real-time guidance to Customer Service team on processes, systems, order handling, customer situations, and operational workflows.
• Serve as the first point of support for agent questions and customer escalations, helping remove barriers and determine appropriate next steps while escalating when necessary.
• Collaborate with Sales, Operations, Logistics, Technical Support, Labs, and other cross-functional partners to resolve customer issues and support business needs.
• Maintain accurate documentation of customer interactions, escalations, resolutions, and follow-up activities within the designated CRM/case management platform.
• Support team performance to achieve key performance indicators (KPIs), including productivity, quality, and customer experience standards.
• Maintain strong knowledge of products, services, lab flow, systems, policies, and Standard Operating Procedures (SOPs) to support customers and agents effectively.

Connaissances

Customer service leadership

CRM platforms

Microsoft Office Suite

Verbal and written communication

Team collaboration

Formation

High school diploma or equivalent

Associate’s degree in business administration or related field

Outils

CRM platforms

Microsoft Office Suite

Description du poste

EssilorLuxottica is seeking a Team Lead for the Customer Service group to manage complex inquiries, guide escalations, and drive process improvements. You will partner with Sales, Operations, Logistics, and Technical Support to resolve issues and support business needs.

The role requires advanced product knowledge, leadership, and a commitment to delivering exceptional customer experiences, while mentoring agents and ensuring KPIs are met.