VIP Optical Support Specialist

EssilorLuxottica; Lenexa (KS); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health care

Retirement plan

Paid time off

Employee discounts

Job summary

EssilorLuxottica is seeking a VIP Customer Service Advocate to fulfill requests for VIP customers within the lab, leveraging Salesforce and product knowledge to ensure timely and accurate service.

You will collaborate with the lab and account executives to maintain top customer satisfaction, training new customers and supporting product knowledge while maintaining strong relationships across teams.

Qualifications

• High School diploma or GED required.
• At least 5 years related optical experience and/or training.
• ABO (American Board of Opticianry) 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.
• Able to work within multiple applications at one.

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

Data entry

Conflict resolution

Multi-tasking

MS Office

Google Workspace

Education

High School diploma or GED

5 years related optical experience

ABO certification

Tools

Eclipse Order Entry

Optifacts

Com experience

Job description

EssilorLuxottica is seeking a VIP Customer Service Advocate to fulfill requests for VIP customers within the lab, leveraging Salesforce and product knowledge to ensure timely and accurate service.

You will collaborate with the lab and account executives to maintain top customer satisfaction, training new customers and supporting product knowledge while maintaining strong relationships across teams.