RxO – Customer Service Professional (Manufacturing)

Requisition ID: 876710 

Position:Full-Time

Total Rewards: Benefits/Incentive Information

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.

GENERAL FUNCTION

The Customer Service Professional processes incoming and outbound calls, responds to questions on issues or problems related to optical retail orders, runs reports and performs data entry.

MAJOR DUTIES AND RESPONSIBILITIES

• Processes retail optical store orders.
• Repairs frames.
• Expedites, locates prescriptions in Lab or Distribution Center.
• Provides complete service to optical departments.
• Answers incoming customer calls.
• Makes outbound courtesy calls.
• Processes error tickets/tracks prescriptions.
• Calls stores to resolve any problems.

BASIC QUALIFICATIONS

• Completion of a high school diploma, trade school certificate or GED (general education diploma)
• Data entry experience (accuracy – a must)
• Proven experience in handling large volume calls
• Pleasant, professional phone manner and a helpful service-orientated disposition
• Ability to tactfully handle unhappy, sometimes upset/angry customers
• Good organizational skills
• Able to work in a fast changing environment
• Team oriented
• Good problem solving skills
• Willingness to work overtime as needed (often without advance notice)

PREFERRED QUALIFICATIONS

• 2+ years experience in Customer Service
• 1+ years optical experience (dispensing preferred)

GENERAL FUNCTION

The Customer Service Professional processes incoming and outbound calls, responds to questions on issues or problems related to optical retail orders, runs reports and performs data entry.

MAJOR DUTIES AND RESPONSIBILITIES

• Processes retail optical store orders.
• Repairs frames.
• Expedites, locates prescriptions in Lab or Distribution Center.
• Provides complete service to optical departments.
• Answers incoming customer calls.
• Makes outbound courtesy calls.
• Processes error tickets/tracks prescriptions.
• Calls stores to resolve any problems.

BASIC QUALIFICATIONS

• Completion of a high school diploma, trade school certificate or GED (general education diploma)
• Data entry experience (accuracy – a must)
• Proven experience in handling large volume calls
• Pleasant, professional phone manner and a helpful service-orientated disposition
• Ability to tactfully handle unhappy, sometimes upset/angry customers
• Good organizational skills
• Able to work in a fast changing environment
• Team oriented
• Good problem solving skills
• Willingness to work overtime as needed (often without advance notice)

PREFERRED QUALIFICATIONS

• 2+ years experience in Customer Service
• 1+ years optical experience (dispensing preferred)

Pay Range: $17.05 – $21.25

Hours: 8:45 – 5:15PM

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.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com. 

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law. 

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