Customer Service Representative

Requisition ID: 932768, Store #: E02936 Ops - Cust Svc - TACOM Position: Full-Time Total Rewards: Benefits/Incentive Information If you've worn a pair of glasses, we've already met. GENERAL FUNCTION The Customer Service Professional Lead plays a critical role in ensuring that frontline Customer Service Professionals (CSPs) are set up for success. The Team Lead serves as a subject matter expert that CSPs look to for advice and guidance on best practices in Customer Service. The Customer Service Professional Lead provides the coaching and training needed to support CSP performance metric expectations, solves customer concerns, provides real‑time support to the brands, handles customer e‑mail and phone contacts, and interfaces with cross‑functional business groups to drive resolution on issues that cannot be solved by frontline agents. The Team Lead works closely with leadership staff to ensure continual improvement of the customer experience is achieved and identified gaps are addressed. MAJOR DUTIES AND RESPONSIBILITIES Maintain coverage support for customer service/frame enclosed area Provide support to Customer Service Representatives/Frame Enclosed CS Representatives by answering questions and responding to more complex issues. Resolve customer issues on the first call and conclude issues that have been escalated. Identify system failures or trends in problems, develop process redesign and implement changes. Review CSP log errors and provide counseling to less experienced Customer Service Representatives to correct process. Return corrected errors to appropriate departments for processing. Assist with the development of new associates. Own high‑touch accounts (Wholesale Rx, Oliver Peoples, etc.) at the request of Customer Service and Brand Leadership. Act as an advocate for the customer, report and act on observed areas for improvement. BASIC QUALIFICATIONS High School graduate or equivalent work experience. 3+ years' experience in Customer Service environment required. Optical dispensing and lab work helpful. Ability to coach less experienced employees with developed customer service, telephone skills required. Proficient in MS Word & Excel, LMS, SAP as well as written and verbal communication skills. Ability to work with peers and upper management. Ability to multi‑task and perform in a constantly changing environment. Must be able to work weekends and/or evenings as needed. Must meet educational and essential job requirements. PREFERRED QUALIFICATIONS Bachelor's Degree Pay Range: 25.04-37.32 Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at View phone number on click.appcast.io (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email View email address on click.appcast.io. 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. #J-18808-Ljbffr