What are the responsibilities and job description for the Customer Service Advocate (CSA) position at EssilorLuxottica Group?
Requisition ID : 872611
Position : Full-Time
Total Rewards : Benefits / Incentive Information
EssilorLuxottica 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.
EssilorLuxottica’s Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America.
GENERAL FUNCTION
The primary focus of this position is to successfully complete customer requests within the lab on behalf of Customer Service. Duties in this position are typically repetitive, requiring analysis and use of individual judgment. Specific duties for this position include use of technology systems, troubleshooting problem jobs, and industry / position required knowledge. Creating partnerships with the lab, fellow peers, and accounts to achieve customer satisfaction. Supervision of this position ranges from general to minimal.
MAJOR DUTIES AND RESPONSIBILITIES
- Manage customer requests via Salesforce cases to successful outcome.
- Manage workflow and scheduling to ensure jobs are completed and customer needs are met in a timely manner.
- Provide quality customer service by answering customer calls, responding to customer questions / concerns, handle technical questions / concerns and conduct outbound calls (Missed ETAs, Follow up requests, Back-order substitutions)
- Prioritize and problem solve complex customer issues and concerns.
- Provide quality customer service by answering & responding to Incoming Internal Customer Service requests, Sales Force / Lab activities, and Cases in a timely manner.
- Conduct professional communication with customers.
- Occasional Modification of jobs to customer specifications.
- Act as a liaison between the Lab, Customer Service, and Internal-company laboratories.
- Perform other duties within the customer service department or other areas as assigned.
- Maintain a clean and organized work environment.
- Observe all company policies, rules, and safety practices.
BASIC QUALIFICATIONS
PREFERRED QUALIFICATIONS
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.
