Senior Optical Customer Success Specialist

Luxottica

Lenexa (KS)

On-site

USD 52,000 - 66,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Competitive bonus plan

Employee discounts

Job summary

EssilorLuxottica in Lenexa, KS is seeking a VIP Customer Service Advocate to manage VIP requests via Salesforce, troubleshoot jobs, and build partnerships with labs, customers and account teams. The role focuses on providing high-quality service, resolving issues, and contributing to customer retention and growth through strong product knowledge and proactive communication.

Requires ABO certification, 5+ years optical experience, and ability to work across multiple systems; onboarding offers

Qualifications

High school diploma or GED is required.
At least 5 years optical industry experience or training.
ABO certification required.
Data entry and lab process flow knowledge.
Ability to multitask and handle sensitive conversations.

Responsibilities

Manage customer requests via Salesforce cases to successful outcome.
Proactive work monitoring, including retention reports, WIP control, and workflow scheduling.
Build partnerships with new customers by training and supporting product knowledge.
Coordinate with Account Executive and GM to ensure customer needs are met.
Provide quality customer service by answering calls, responding to questions, and handling technical concerns.
Prioritize and solve complex customer issues and concerns.
Resolve first-level customer issues efficiently and effectively.
Participate in VIP partner calls to identify opportunities and growth.
Modify jobs to customer specifications when needed.
Liaise between the lab, VIP Customer, and internal labs.
Participate in onsite account visits and provide account reporting to management.