Optical Lab Escalations & Customer Care Specialist

EssilorLuxottica; Phoenix (AZ); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Benefits package

Health care

Paid time off

Job summary

EssilorLuxottica is seeking a Customer Care Specialist based near Phoenix to provide advanced customer service for issues requiring research and coordination beyond frontline agents. Working with Customer Service and Lab Operations, you will investigate order issues, support delayed orders, and help maintain an accurate production flow.

The role requires knowledge of optical products and lab processes, strong problem-solving skills, attention to detail, and the ability to collaborate across

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

• Escalate and resolve complex customer issues with clear updates.
• Coordinate production and lab actions for delayed orders.
• Collaborate with cross-functional teams to resolve issues.
• Monitor escalated orders and report progress.
• Participate in daily production meetings and share insights.
• Identify trends to improve customer experience and processes.
• Educate customers on products, ordering, and policies.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Attention to detail

Education

Bachelor's degree in Business Administration or related field

Tools

CRM platforms

Telephony systems

Job description

EssilorLuxottica is seeking a Customer Care Specialist based near Phoenix to provide advanced customer service for issues requiring research and coordination beyond frontline agents. Working with Customer Service and Lab Operations, you will investigate order issues, support delayed orders, and help maintain an accurate production flow.

The role requires knowledge of optical products and lab processes, strong problem-solving skills, attention to detail, and the ability to collaborate across