Representative- Cust Svc

EssilorLuxottica; Warwick (RI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

EssilorLuxottica in Warwick, RI is seeking a Customer Service Representative to resolve order exceptions and provide outstanding service across all channels. The role emphasizes problem-solving, communication, and attention to detail in order to satisfy customers and support internal teams.

Ideal candidates will have 5+ years in customer service, excellent verbal and written communication, empathy, and the ability to work extended hours on a rotating schedule.

Qualifications

• 5+ years of customer service experience.
• Excellent communication techniques, with proper grammar.
• Excellent critical thinking and problem-solving skills.
• Excellent verbal and written communication skills.
• Excellent active listening and comprehension skills.
• Empathy in all interactions.
• Negotiation to win/win resolutions.
• Ability to multi-task and prioritize in a high-stress environment.
• Self-reliant and resourceful.
• Experience with Microsoft Excel.
• Solid knowledge of the Microsoft Office suite.
• Willingness to work extended business hours and weekends on a rotating basis.

Responsibilities

• Analyzes and resolves order errors and inconsistencies.
• Uses effective problem-solving techniques to resolve exceptions.
• Applies critical thinking and attention to detail to ensure customer satisfaction.
• Follows proper procedures and guidelines for resolutions.
• Navigates efficiently in all system applications.
• Applies proper level of urgency relative to resolution to exceed expectations.
• Internal Communication – Store Associates, Leadership, Brand Teams, other Departments, Team Members, Manufacturing Labs, and Distribution Centers.
• External Communication – Luxottica Retail Vendors, Shipment Couriers, and Outside Labs.

Skills

Customer service

Communication skills

Critical thinking

Problem solving

Active listening

Empathy

Negotiation

Multitasking

Excel

Microsoft Office

Tools

Microsoft Excel

Microsoft Office

Job description

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

JOB DESCRIPTION

GENERAL FUNCTION

The Customer Service Representative provides resolution to process exceptions by using effective problem-solving and critical thinking techniques. Communicates with internal and external customers, providing excellent customer service via all communication channels.

MAJOR DUTIES AND RESPONSIBILITIES

• Analyzes and resolves order errors and inconsistencies.
• Uses effective problem-solving techniques to resolve exceptions.
• Applies critical thinking and attention to detail to ensure customer satisfaction.
• Follows proper procedures and guidelines for resolutions.
• Navigates efficiently in all system applications.
• Applies proper level of urgency relative to resolution to exceed expectations.
• Internal Communication –Store Associates, Leadership, Brand Teams, other Departments, Team Members, Manufacturing Labs, and Distribution Centers.
• External Communication – Luxottica Retail Vendors, Shipment Couriers, and Outside Labs.

BASIC QUALIFICATIONS

• 5+ years Customer Service experience
• Excellent communication techniques, which includes employing courteous language and proper grammar
• Excellent critical thinking and problem-solving skills
• Excellent verbal and written communication skills
• Excellent active listening and comprehension skills
• Ability to demonstrate empathy to all situations
• Ability to negotiate win/win resolutions
• Ability to multi-task and prioritize handling of issues in a high stress/high pressure work environment
• Ability to be self-reliant and resourceful
• Experience with Microsoft Excel
• Solid knowledge of Microsoft Office environment
• Ability to work extended business hours and weekend hours on a rotating basis

PREFERRED QUALIFICATIONS

• Intermediate Optical Knowledge

This posting is for an existing vacancy within our business.

• 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.

Native Americans in the US receive preference in accordance with Tribal Law.

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.