Position Description

DEPARTMENT: EssilorLuxottica Service Center - PG

JOB TITLE: Customer Service Representative

JOB LEVEL: 1H

EXEMPT / NON-EXEMPT Non- Exempt

General Function

Provide excellent customer service by communicating effectively with our Corporate stores and their store associates.

Major Duties and Responsibilities

• Check availability of product.

• Participates in assigned projects within and outside the department.

• Partners with Vendor Consultants to research substitutions and alternatives with products that are unavailable or backordered.

Communications with Others

• Internal – Corporate stores and Store Associates, Department Associates, Managers, Labs, Distribution Centers

• External – Shipment Carriers, EssilorLuxottica Retail Vendors

Specifications

Knowledge & Skills

• Excellent telephone techniques, which includes employing courteous language and proper grammar.

• Excellent verbal and written communication skills

• Excellent active listening and comprehension skills

• Ability to demonstrate empathy to the caller’s situation

• Ability to negotiate win/win resolutions

• Ability to multi-task and to prioritize handling of issues in a high stress/high pressure work environment.

• Ability to maintain composure when dealing with irate customers and to know when escalation is necessary.

• Proficient computer skills required.

Education

High School diploma required

College or University degree preferred

Experience

Call Center experience preferred

2 or more years Customer Service experience

Must be able to type 50 wpm

Other

Must be able to work extended business hours and weekend hours on a rotating basis.

Knowledge in Basic Optics helpful

Knowledge of Microsoft Office Environment

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.