RxO - Representative - Cust Svc (1st Shift)

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. We offer our industry stakeholders in over 150 countries access to a high-quality vision care products such as the Essilor brand (Varilux, Crizal, Eyezen, Stellest, Transitions), iconic brands like Ray-Ban, Oakley, Persol, and Oliver Peoples, and a network that delivers high-quality vision care and shopping experiences through Sunglass Hut, LensCrafters, Target Optical, and leading e-commerce platforms.

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, providing excellent customer 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 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 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.