Customer Service Professional

GENERAL FUNCTION

The Customer Service Professional handles customer-facing related issues regarding a variety of requests in an efficient and effective manner. The Customer Service Professional uses the knowledge of EssilorLuxottica products and services and excellent customer service skills to address issues, provide support, offer information, and place orders to keep customers satisfied and retain business.

MAJOR DUTIES AND RESPONSIBILITIES

• Answer incoming phone lines, meeting company's first ring policy.
• Take accurate messages, answer questions, and take lens orders.
• Provide professional quality customer service, including optical and technical service.
• Conduct follow-up calls to ensure a high level of customer satisfaction is achieved.
• Process business-to-business orders.
• Manage customer feedback record and contact database.
• Provide support in the administration of data entry and mass mailings.
• Book travel arrangements such as flights, hotels, and transportation, as well as assist with changes as needed using the Concur travel website.

BASIC QUALIFICATIONS

• A high school diploma or GED is required.
• A college degree and/or optical certificate are considered a plus.
• 3+ years of relevant experience are required.
• Strong interpersonal skills, showing flexibility in a dynamic team environment are essential.
• Meticulous organizational skills are necessary.
• An understanding of optical terms, patient expectations, and optical industry dynamics is required.
• A proven track record of exhibiting sound judgment is expected.
• The ability to multitask, meeting multiple deadlines is crucial.
• Excellent verbal and written communication skills, including phone skills, are necessary.
• Excellent typing (50+ wpm) and proofreading skills are required.
• Microsoft Suite proficiency, including Word, Excel, PowerPoint, Internet and email, is essential.