Optical Customer Care & Escalations Specialist

Luxottica; Phoenix (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Care Specialist in Phoenix. The role focuses on resolving complex customer issues, coordinating with production and lab teams, and maintaining precise CRM records to ensure a smooth order flow.

You will engage with cross-functional partners to improve service delivery and customer satisfaction. The ideal candidate has 3+ years in customer service, 2+ years in optical-related roles, and solid communication skills.

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 assigned cases to determine appropriate production, quality, or workflow actions
• Communicate with customers as needed to provide status updates, timelines, and resolution information
• Document customer interactions and maintain detailed records in the CRM platform
• Assist in resolving customer issues within established service standards
• Work directly on the production floor to research delayed or problematic orders
• Identify contributing factors to late or stalled jobs and coordinate appropriate next steps
• Partner with cross-functional teams to support issue resolution
• Collaborate with lab teams to ensure accurate and timely order completion
• Maintain daily tracking and reporting of escalated jobs
• Monitor progress of escalated orders and communicate risks or delays
• Participate in daily production meetings to discuss priorities and issue statuses
• Share observations regarding recurring issues or workflow concerns
• Identify recurring customer or production issues and communicate trends to leadership
• Support quality assurance efforts by reporting defects or delays that impact service timelines
• Assist with root-cause analysis through accurate data collection and documentation
• Participate in continuous improvement initiatives focused on process efficiency and customer experience
• Educate customers on products, ordering procedures, and company policies
• Support with customer service activities related to escalated orders, including corrections, cancellations, redo requests, and order reviews

Skills

Customer service experience

Optical industry knowledge

Communication skills

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist in Phoenix. The role focuses on resolving complex customer issues, coordinating with production and lab teams, and maintaining precise CRM records to ensure a smooth order flow.

You will engage with cross-functional partners to improve service delivery and customer satisfaction. The ideal candidate has 3+ years in customer service, 2+ years in optical-related roles, and solid communication skills.