RxO - Customer Service Representative

If you’ve worn a pair of glasses, we’ve already met. We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products through brands like Essilor, Varilux, Crizal, Eyezen, Stellest, Transitions, Ray-Ban, Oakley, Persol, and Oliver Peoples, as well as retail networks including Sunglass Hut, LensCrafters, and Target Optical.

About the role

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

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.
• Processes data entry orders.
• Applies proper level of urgency relative to resolution to exceed expectations.
• Internal communication with store associates, leadership, brand teams, other departments, team members, manufacturing labs, and distribution centers.
• External communication with Luxottica Retail vendors, shipment couriers, and outside labs.

Requirements

• High School diploma
• 5+ years of Customer Service experience
• Excellent communication techniques, including 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 in all situations
• Ability to negotiate win/win resolutions
• Ability to multi-task and prioritize 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

Benefits

• Health care
• Retirement savings
• Paid time off/vacation
• Various employee discounts

Pay

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. You may also be offered a competitive bonus and/or commission plan.