Requisition ID: 754649
Position: Full-Time
Total Rewards: Benefits/Incentive Information (https://jobs.luxottica.com/content/Benefits-and-Perks/?locale=en_US)
Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.
In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.
Supporting over 4,500 retail stores in North America, a career in our retail headquarters allows us to stay in touch with the end customer and use their ever-changing behaviors and preferences to shape our offerings of the best eyewear and services.
GENERAL FUNCTION
The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Luxottica Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.
MAJOR DUTIES AND RESPONSIBILITIES
Assists customers telephonically and non-telephonically with service and support issues.
Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica Retail expectations.
Uses courteous and professional language.
Works effectively in a team environment.
Creates a win-win resolution to problems.
BASIC QUALIFICATIONS
High School or equivalent
Ability to produce quality and professional written correspondence with customers
Ability to demonstrate and perform basic math
Customer service orientation
Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
Commitment to providing resolution to customer issues on the first contact
Strong English comprehension and a good command of grammar
PREFERRED QUALIFICATIONS
Associate degree or higher
Previous experience in a telephonic or personal customer contact position
Luxottica Retail store/field experience
Upon request and consistent with applicable laws, Luxottica 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 Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner).
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 receive preference in accordance with Tribal Law.
