What are the responsibilities and job description for the Customer Service Coordinator (Customer Experience) position at EssilorLuxottica?
Requisition ID: 870049
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 Customer Experience Coordinator handles the customer interactions regarding a variety of requests in an efficient and effective manner. Using knowledge of Luxottica products and services and excellent customer service skills, the Customer Experience Coordinator addresses issues, provides support, offers information, and places orders to keep customers satisfied and retain business.
MAJOR DUTIES AND RESPONSIBILITIES
- Answers incoming calls and processes orders.
- Resolves customer complaints, troubleshoots issues to determine best path for resolution.
- Correctly documents customer interactions and tracks call types.
- Maintains support service levels and upholds Luxottica’s Customer Service standards.
- Owns follow-up with customers to resolve inquiries regarding order status, shipping status and stock availability.
- Takes inbound phone calls for up-to 90% of assigned shift
- Outbound calls
- Resolves customer claims
- Take payments
- Support on basic A/R functions
- Promote digital tool usage
BASIC QUALIFICATIONS
- High school diploma
- 2 year(s) of experience working in customer service, hospitality or call center environment
- Excellent telephone etiquette, including the ability to communicate with confidence in a clear, professional speaking voice
- Strong verbal and written communication skills
- Demonstrated listening and comprehension skills
- A clear team player with strong interpersonal skills
- Ability to maintain composure when dealing with difficult customer situations
- Ability to multitask
- Excellent time management skills – must be able to prioritize tasks efficiently
- Strong PC skills including MS Office; Word and Excel
- Optical experience – Office work exposure to RX
- Intermediate Excel skills
- Ability to navigate information systems and internet is a must
- Must have flexibility in work hours to support business needs between the hours of 8 AM – 8PM Monday-Friday
PREFERRED QUALIFICATIONS
- Higher education degree
- Inside Sales Experience
- Experience using SAP
- Experience in the optical industry, full knowledge of Luxottica’s optical products and a strong command of the industry language
- Bilingual Spanish or French
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.
