Optical Lab Support & Escalation Specialist

Talentify; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Care Specialist to provide advanced customer service from our optical production lab. You will investigate order issues, support delayed orders, and coordinate with cross-functional teams to ensure accurate production flow and a positive customer experience.

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

Qualifications

• Bachelor’s degree in Business Administration or related field is required.
• 3+ years of customer service or call center experience is required.
• 2+ years of optical experience (customer service, lab operations, or related) preferred.
• 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 timely updates.
• Coordinate with Lab Operations to investigate delayed orders and production flow.
• Maintain CRM records and track escalated jobs daily.
• Collaborate with cross-functional teams to support issue resolution.
• Provide status updates and priority information in daily production meetings.
• Support education of customers on products and ordering procedures.

Skills

Customer service

CRM platforms

Telephony systems

Clear communication

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 customer service from our optical production lab. You will investigate order issues, support delayed orders, and coordinate with cross-functional teams to ensure accurate production flow and a positive customer experience.

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