Team Lead Customer Service (1st Shift)

Team Lead Customer Service (1st Shift)

Brand: Essilor and Subsidiaries Location: Tacoma, WA, US, 98405 Position: Full-Time Total Rewards: Benefits/Incentive Information

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 global platform of high-quality vision care products. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

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 plays the part of 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. Also plays a part in solving customer concerns, providing real-time support to the brands, handling customer e-mail and phone contacts and interfacing 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
• Provides support to Customer Service Representatives/Frame Enclosed CS Representatives by answering questions and responding to more complex issues.
• Resolves customer issues on the first call and concludes issues that have been escalated.
• Identifies system failures or trends in problems, develops process redesign and implements changes.
• Review CSP log errors and provide counseling to less experienced Customer Service Representatives to correct process.
• Returns corrected errors to appropriate departments for processing.
• Assists with the development of new associates.
• Owns high-touch accounts(Wholesale Rx, Oliver Peoples, etc) at the request of Customer Service and Brand Leadership
• Acts as an advocate for the customer, reports and acts 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 skills communication skills
• Ability to work with peer and upper management.
• Ability 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

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. EssilorLuxottica complies with all applicable laws related to the application and hiring process. 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.