RxO - Representative - Cust Service (1st Shift)

General Function

We are looking for a committed, conscientious Customer Service Representative (Returns), whose priority is taking care of the needs of our customers. This role supports FramesDirect.com and is apart of the EssilorLuxottica Ecommerce portfolio. We are constantly seeking qualified eye care professionals to assist us in carrying out our mission to enhance our customers' eye care experience. Optical experience is REQUIRED in this position. The Customer Returns Associate will be responsible for processing both plano and prescription returns and adhering to our policies regarding returns and warranties. This position reports to the Operations Manager.

Major Duties and Responsibilities

• Answer customer calls through a phone queue process.
• Process orders for plano and prescription products that are being returned.
• Correctly identify and calculate discount amounts, re-stocking fees and promotional code values.
• Inspect all inbound customer returned products for defects and/or incorrect prescriptions.
• Place, track and expedite customer orders if requested by the customer.
• Communicate order status and policies to customers.
• Provide appropriate customer service to customers with knowledge, kindness, respect, sincerity, and helpfulness.
• Adhere to the policies in place for acceptable and unacceptable returned merchandise.
• Understand the products being offered on all FramesDirect.com family of websites.
• Communicate with FramesDirect.com’s Ordering Department, Quality Control Lab, Customer Service and Vendor Returns concerning the status of customer order.
• Communicate on-going product defects to the Product Team.

Basic Qualifications

• A High School Diploma or equivalent.
• 1+ year of Optical experience is REQUIRED for this position.
• Experience using a Lensometer.
• Must be able to communicate effectively with people at all levels.
• Must be computer literate with all MS Office software programs including Excel, Word, and Outlook.
• Intermediate math skills for calculating discounts, re-stocking fees, etc.

PREFERRED QUALIFICATIONS

• Acees to an Associates Degree preferred.
• 3+ years’ experience in Optical Sales and Customer Service.

Total Rewards

• Pay Range: 18.81 - 26.04
• This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

About the Role

• Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!