Remote Customer Service Representative

EssilorLuxottica Group; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

EssilorLuxottica Group in the United States seeks a dedicated Customer Service Representative to handle calls from new and existing business clients, process orders, and resolve issues while maintaining Luxottica’s high customer service standards.

The role requires strong communication skills, a high school diploma, 1+ year in a service or call center environment, and proficiency with MS Office; SAP experience is a plus. Training will emphasize product knowledge and order accuracy.

Qualifications

• High school diploma is required.
• 1+ year in customer service, hospitality or call center.
• Excellent telephone etiquette with clear, professional speaking voice.

Responsibilities

• Answers incoming calls and processes orders.
• Resolves customer complaints and troubleshoots issues to determine resolution.
• Documents customer interactions and tracks call types.
• Maintains service levels and adheres to customer service standards.
• Follows up with customers to resolve order status, shipping status and stock availability.
• Performs other duties as assigned.

Skills

Customer service

Telephone etiquette

Verbal communication

Written communication

Listening skills

Team player

Time management

PC skills

Education

High school diploma

Higher education degree (preferred)

Tools

MS Office

SAP

Job description

JOB DESCRIPTION

Total Rewards: Benefits/Incentive Information

Full-Time

GENERAL FUNCTION

The Customer Service Representative handles calls from new and existing business clients regarding a variety of requests in an efficient and effective manner. The Customer Service Representative uses knowledge of Luxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business.

MAJOR DUTIES AND RESPONSIBILITIES

• Answers incoming calls and processes orders.
• Resolves customer complaints, troubleshoots issues to determine best path for resolution.
• Correctly documents customer interactions and tracks call types.
• Maintains support service levels and upholds Luxottica’s Customer Service standards.
• Owns follow up with customers to resolve inquiries regarding order status, shipping status and stock availability.
• Takes inbound phone calls for up-to 90% of assigned shift.
• Performs all other duties as assigned.

BASIC QUALIFICATIONS

• High school diploma
• 1+ year(s) of experience working in customer service, hospitality or call center environment
• Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
• Strong verbal and written communication skills
• Demonstrated listening and comprehension skills
• A clear team player with strong interpersonal skills
• Ability to maintain composure when dealing with difficult customer situations
• Excellent time management skills – must be able to prioritize tasks efficiently
• Strong PC skills including MS Office; Word and Excel
• Ability to navigate information systems and internet

PREFERRED QUALIFICATIONS

• Higher education degree
• Previous experience using SAP
• Previous experience in the optical industry, full knowledge of Luxottica’s optical products and a strong command of the industry language
• Bilingual Spanish or French

EMPLOYEE PAY & BENEFITS

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

APPLICANT RIGHTS & EQUAL OPPORTUNITY

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [e-mail]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.