What are the responsibilities and job description for the Customer Service Team Lead position at EssilorLuxottica?
Requisition ID: 866102
Position:Full-Time
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.
GENERAL FUNCTION
The Customer Service Team Lead promotes exceptional customer service and support to external as well as internal customers through effective management of customer relations.MAJOR DUTIES & RESPONSIBILITIES
- Motivates Team – maintains a high level of enthusiasm and motivation within the group.
- Develops Associates – identifies training needs and trains associates; communicates opportunities for improvement and recognizes achievements; understands the importance of confidentiality and privacy when consulting with individual team members and Managers; provides input for associate performance assessments.
- Schedules –assures adequate coverage is provided to maintain acceptable service levels including identifying hiring needs, interviewing and participating in the hiring process.
- Reviews & Interprets Reports – reviews, analyzes and interprets daily reports to assure appropriate adjustments are made and recognition is given for continued success and improvement.
- Maintains Employee Files – maintains current attendance, documentation, performance and productivity files on each employee.
- Monitors Quality – monitors calls and provides immediate coaching feedback.
- Leads Special Projects – leads projects through research, development and execution of all tasks.
- Trains –assists the Department Trainer in the development and updating of training and reference materials.
BASIC QUALIFICATIONS
- High School Diploma
- 5 years customer service experience, addressing customer questions or resolving customer issues
- Knowledge of Microsoft Office Environment
PREFERRED QUALIFICATIONS
- College or university degree
- 2 years or related experience in handling complex customer resolution activities
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.
