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Essilor of America Customer Service Specialist in United States
Customer Service Specialist
Build a Progressive Career Home with a Growing Global Industry Leader
If you combine the ability to take inbound and make outbound calls with attention to detail and the motivation to learn and grow professionally, the Customer Service Specialist position offers you several compelling opportunities. You will:
Enjoy strong training and the ability to use your previous optical experience to make an impact on the customer service experience. If you bring some optical experience , we'll set you up for success here. We just ask that you are committed to your attendance and punctuality .
Showcase your potential to take on additional responsibilities and advance; we are committed to hiring from within whenever possible.
Join a collaborative, upbeat team in either our Dallas, TX or Columbus, OH location. You’ll begin working remotely (from home), but will transition to working from the office when it becomes possible based on the current environment.
Enjoy the stability and resources of a growing global organization -- our recent merger with Luxottica has made us the world's largest player in the eyewear industry.
Earn a competitive wage and first-rate benefits that include all you would expect as well as some pleasant surprises, such as the opportunity for overtime with extra pay.
Improving Lives By Improving Sight . Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people and operates the largest and most comprehensive optical laboratory network in the U.S. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010.
Excellent training · advancement opportunities · great culture · competitive pay
Your optical experience will be essential to your success in this role
To be a strong fit for this Customer Service Specialist opportunity you will have:
High School education or equivalent required
3+ years of related optical experience and/or training required; ABO certification preferred
Ability to communicate effectively (written and verbal) in a team environment
A professional phone presence
Basic ability to add and subtract and understand decimal numerical sequencing
Ability to multi-task and prioritize
Good judgment and decision making skills
The ability to leverage multiple systems to support our customers. Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook
Experience with SalesForce and/or Oracle preferred
Excellent organizational abilities and attention to detail
A commitment to punctuality and attendance
A passion for improving lives and an eagerness to learn new things
You need to know:
Duties in this position are usually repetitive, requiring limited analysis and use of individual judgment.
This position requires that you primarily sit at a computer desk for the duration of any shift. You will also walk to the lab and other areas within the facility.
You'll may need to be able to lift and move up to 20 lbs. to waist height on a regular basis.
Given current conditions, you’ll begin as a remote employee working from your home office, but will be expected to report to the Dallas, TX or Columbus, OH office once our offices are able to reopen.
For remote work, you’ll receive a company-provided laptop, headset, and equipment, but you will provide your own high-speed internet, and will need the ability to plug your equipment directly in (rather than relying on WiFi) as our VOIP phone system works best when plugged in.
For remote work, your office must be in a quiet environment where you can work uninterrupted, and where no one else will be privy to the HIPAA-protected information that you’ll have access to on your screen.
We have multiple openings for the day shift position. We are customer-driven so we'll expect you to be flexible about working overtime and occasional Saturdays if needed, although we anticipate that to be minimal in this role.
Find out what a day in the life of a Customer Service Specialist is like
As a Customer Service Specialist, your mission will be to act as a representative of our company to provide top quality service to our customers. You will spend the majority of your time answering phones, following through on customer inquiries, checking order status / product compatibility, and much more. Most of the calls will be in regard to status checks, but you may also receive inquires about managed care services and other related topics.
It’s important to note that this role has less customer interaction than some other customer service roles. When you are not on the phone with our customers, you will spend your time working on offline work such as problem solving, researching issues, and working with other internal teams.
Your essential duties will be to:
Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, entering orders and/or redo’s, researching technical questions, and conducting outbound calls - 85%
Prioritize and problems solve customer issues and concerns - 15%
Manage customer late lists, moving late jobs through lab and communicating with customers
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
Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
Pictured: The Columbus facility.
More great reasons to join us
We'll welcome your ideas and suggestions on how to improve upon our existing customer service function. We are always looking for improvements and we're establishing best practices that can be duplicated at other locations around the world, meaning you could have an impact beyond your facility.
Our in-house training program will acquaint you with our culture and business, as well as your role. To begin we'll set you up for remote success, and once we're back in the office, you'll spend time in classroom sessions, work with our Trainers, and work alongside your manager and another supervisor. We're committed to ensuring you have the tools and training needed to thrive at Essilor.
You will join a team that includes dedicated, smart and mutually supportive professionals. Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for 170 years. You'll also learn the cultural nuances of working for a company based in another country, if that's new to you.
Truly living our values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.
In addition to competitive compensation, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.
Video: As part of the #DifferenceMakers campaign, Essilor chose four eyecare professionals and three Essilor employees to participate in a mission trip to Southeast Asia in March 2019.
Keys to Success
Our top team members reflect the following traits and characteristics
This is a goal-oriented team that loves to make work fun and reward people for doing it. We're looking for adaptable and flexible people who can excel in a fast-paced environment. If you are someone who is willing to show up and try, as well as to think and learn, every single day, then you’ll find success here.
In addition, in order to be an outstanding Customer Service Specialist, you will:
Bring a proactive approach to learning and getting up to speed quickly
Support our commitment to getting Quality Right the First Time
Achieve goals independently and also contribute as a team player
Manage multiple tasks and priorities effectively
Remain flexible and adaptable as processes change
Maintain a clean, orderly and safe workspace
Bring a commitment to our mission and goals
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
Essilor of America, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at firstname.lastname@example.org.