Representative- Cust Svc

General Function

The Customer Service Representative provides resolution to process exceptions by using effective problem-solving and critical thinking techniques. Communicates with internal and external customers, providing excellent customer service via all communication channels.

Major Duties and 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.
• Process data entry orders.
• 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.

Basic Qualifications

• High School diploma
• 5+ years Customer Service experience
• Excellent communication techniques, which includes employing courteous language and proper grammar
• Excellent critical thinking and problem-solving skills
• Excellent verbal and written communication skills
• Excellent active listening and comprehension skills
• Ability to demonstrate empathy to all situations
• Ability to negotiate win/win resolutions
• Ability to multi-task and prioritize handling of issues in a high stress/high pressure work environment
• Ability to be self-reliant and resourceful
• Proficient computer skills
• Experience with Microsoft Excel
• Solid knowledge of Microsoft Office environment
• Ability to work extended business hours and weekend hours on a rotating basis

Preferred Qualifications

• Associate degree
• Intermediate Optical Knowledge