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EssilorLuxottica · 12 hours ago

Customer Service Specialist

Mason, OH

Full-time

Onsite

Entry, Mid Level

1+ years exp

EssilorLuxottica is a global leader in the design, manufacture, and distribution of ophthalmic lenses and eyewear products. The Customer Service Specialist provides high-quality support and problem resolution for internal and external customers, acting as a point of escalation for complex issues and facilitating the professional development of Customer Service Representatives.

EyewearHealth CareProduct Design

Responsibilities

Communicates with internal and external customers telephonically and non-telephonically assisting with service and support issues

Resolves complex customer issues

Works effectively in a team environment

Acts as a point of escalation for CSRs & Sr. CSRs who cannot resolve an issue

Provides impromptu coaching to peers and particularly those less tenured in order to continually develop the staff

Takes an active role in the professional development of CSRs and Sr. CSRs by participating in focus groups and administering assessments called for in the career path

Works with Sr. Consultants to assess skill and knowledge gaps in some or all of the staff and works to implement solutions to address the gaps

Actively seeks ideas from the staff, particularly from CSRs and Sr. CSRs, for ideas for improvement

Continually educates the staff on how to affect positive change through established Departmental processes

Develops and delivers training to new hires as well as related topics for which they are responsible

Promotes department support and growth by participating in or leading projects that improve or add value to Customer Service and support the Luxottica Retail strategy