VIP Eyewear Concierge & Support Specialist

EssilorLuxottica; Norcross (GA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Job summary

EssilorLuxottica is seeking a VIP Customer Service Advocate to support select VIP customers in the lab on behalf of Customer Service. The role uses Salesforce and other systems to troubleshoot jobs, build partnerships with the lab and customers, and drive satisfaction and growth.

Ideal candidates will have 5+ years of optical experience, ABO certification, and strong communication skills to handle sensitive conversations, manage multiple applications, and prioritize tasks in a fast-paced

Qualifications

• High School diploma or GED required.
• At least 5 years related optical experience and/or training.
• ABO certification required.
• Data entry and lab process flow knowledge required.
• Ability to conduct sensitive conversations with management.
• Strong conflict resolution skills.
• Ability to multi-task, prioritize and follow-up timely.
• Self-motivated and ability to work with little supervision.
• Microsoft Office programs required (Excel, Word, etc.).
• Google Suite of web-based applications.

Responsibilities

• Manage customer requests via Salesforce cases to successful outcome.
• Proactive work monitoring, including retention reports, WIP control, and manage workflow and scheduling to ensure customer needs are met in a timely manner.
• 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 customer calls, responding to customer questions/ concerns, handle technical questions/ concerns and conduct outbound calls.
• Prioritize and problem-solve complex customer issues and concerns.
• Resolve first-level customer issues efficiently and effectively.
• Participate in VIP partner calls to assist in identification of opportunities and growth.
• Modify jobs to customer specifications, on occasion/ as needed.
• Liaise between the lab, VIP Customer, and internal company labs.
• Participate in onsite account visits.
• Provide specific account reporting to management.
• Perform other duties within the customer service department or other areas as assigned.

Skills

Customer service

Conflict resolution

Data entry

Lab processes

Education

High School diploma or GED

ABO certification

Tools

Excel

Word

Google Suite

Salesforce

Job description

EssilorLuxottica is seeking a VIP Customer Service Advocate to support select VIP customers in the lab on behalf of Customer Service. The role uses Salesforce and other systems to troubleshoot jobs, build partnerships with the lab and customers, and drive satisfaction and growth.

Ideal candidates will have 5+ years of optical experience, ABO certification, and strong communication skills to handle sensitive conversations, manage multiple applications, and prioritize tasks in a fast-paced