Optical Customer Care Specialist - Escalations & Lab

EssilorLuxottica; Orangeburg (NY); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica is seeking a Full-Time Customer Care Specialist based at our optical production laboratory. You will investigate order issues, support delayed orders, and help ensure an accurate and efficient production flow while delivering a positive customer experience.

The role requires knowledge of optical products, strong problem-solving abilities, attention to detail, and collaboration with Customer Service and Lab Operations to resolve escalated issues promptly.

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 for 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 next steps.
• Collaborate with cross-functional teams to support issue resolution.
• Maintain daily tracking and reporting of escalated jobs.
• Monitor progress of escalated orders and communicate risks or delays to customers and internal partners.
• Participate in daily production meetings to discuss priorities and issue statuses.
• Identify recurring customer or production issues and communicate trends to leadership.
• Support quality assurance by reporting defects or delays affecting timelines.
• Assist with root-cause analysis through 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.

Skills

Customer service

Communication skills

CRM platforms

Education

Bachelor's degree in Business Administration or related field

Tools

Telephony systems

Job description

EssilorLuxottica is seeking a Full-Time Customer Care Specialist based at our optical production laboratory. You will investigate order issues, support delayed orders, and help ensure an accurate and efficient production flow while delivering a positive customer experience.

The role requires knowledge of optical products, strong problem-solving abilities, attention to detail, and collaboration with Customer Service and Lab Operations to resolve escalated issues promptly.