Optical Escalations & Lab Ops Customer Care Specialist

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 Customer Care Specialist to provide advanced service support from the optical production laboratory, collaborating with Customer Service and Lab Operations to investigate order issues and facilitate efficient production flow.

The role requires knowledge of optical products and lab processes, strong problem-solving, attention to detail, and teamwork to deliver a positive 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 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 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.
• Share observations regarding recurring issues or workflow concerns.
• Identify recurring customer or production issues and communicate trends to leadership.
• Assist with root-cause analysis through data collection and documentation.
• Participate in continuous improvement initiatives focused on process efficiency and customer experience.
• Support with escalated orders, including corrections, cancellations, redo requests, and order reviews.
• Educate customers on products, ordering procedures, and company policies.

Skills

Customer service

Communication

Problem solving

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist to provide advanced service support from the optical production laboratory, collaborating with Customer Service and Lab Operations to investigate order issues and facilitate efficient production flow.

The role requires knowledge of optical products and lab processes, strong problem-solving, attention to detail, and teamwork to deliver a positive customer experience.