Vision Care Customer Support Specialist

EssilorLuxottica; Silver Spring (MD); On-site; USD 26,000 - 36,000; Full time

Job summary

EssilorLuxottica is seeking a Customer Service Representative in the United States to resolve order errors and process exceptions. You will communicate with store associates, leadership, and external partners to ensure accurate resolutions and customer satisfaction.

The role requires 5+ years in customer service, excellent communication, problem-solving, and the ability to multi-task in a high-pressure environment. Knowledge of Excel and MS Office is essential, with occasional extended hours.

Qualifications

• 5+ years of customer service experience.
• Excellent verbal and written communication with courteous language and proper grammar.
• Strong critical thinking and problem-solving abilities.
• Excellent verbal and written communication skills.
• Active listening and comprehension skills.
• Empathy in all situations.
• Negotiation skills to reach win/win resolutions.
• Multitask in a high-stress environment.
• Self-reliant and resourceful.
• Experience with Microsoft Excel.
• Solid knowledge of the Microsoft Office environment.
• Ability to work extended business and weekend hours.
• Intermediate Optical Knowledge.

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

Active Listening

Empathy

Multitasking

Self-Reliance

Excel

Microsoft Office

Time Management

Tools

Microsoft Excel

Microsoft Office

Job description

EssilorLuxottica is seeking a Customer Service Representative in the United States to resolve order errors and process exceptions. You will communicate with store associates, leadership, and external partners to ensure accurate resolutions and customer satisfaction.

The role requires 5+ years in customer service, excellent communication, problem-solving, and the ability to multi-task in a high-pressure environment. Knowledge of Excel and MS Office is essential, with occasional extended hours.