RxO - Representative - Customer Service (1st Shift)

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.
• Communicates internally with Store Associates, Leadership, Brand Teams, other Departments, Team Members, Manufacturing Labs, and Distribution Centers.
• Communicates externally 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 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 the Microsoft Office environment.
• Ability to work extended business hours and weekend hours on a rotating basis.

Qualifications

• Preferred: Associate degree.
• Preferred: Intermediate Optical Knowledge.

Benefits

Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

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.