Customer Service Representative

Requisition: 894134 |
Store #: WM0063 |
Location: Atlanta, GA |
Position: Customer Service Representative – Full Time

Walman Optical (a division of Essilor Luxottica) has been delivering optical solutions since 1915. We support independent eye care professionals with advanced technology and outstanding service to create a quality eyewear experience for our partners and their patients.

The Customer Service Representative provides high‑quality, multi‑channel support and problem resolution for Walman X‑Cel Specialty Contacts. The role handles customer inquiries, processes orders, and escalates unresolved issues using analytical skill and sound judgment.

• Perform duties in compliance with company policies and maintain punctuality; availability for overtime as needed.
• Engage in 50–100 customer interactions daily—including price quotes, order processing, adjustments, cancellations, and shipping instructions.
• Provide excellent written and verbal communication to deliver positive customer experiences and drive revenue growth.
• Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention.
• Answer inbound calls, address concerns, enter orders, process redos, respond to technical queries, and conduct outbound calls as necessary.
• Serve as a positive role model, demonstrate continuous improvement, and support company objectives.
• Ensure productivity and quality standards are met to exceed customer expectations.
• Use courteous, professional language and work effectively within a team environment.
• Troubleshoot complex issues, manage late job lists, and communicate with internal teams to expedite solutions.
• Investigate and resolve shipping/delivery concerns, acting as liaison between the lab and inter‑company laboratories.

• High school diploma or equivalent preferred.
• Previous customer service experience or relevant training.
• Strong communication skills, including written short correspondence.
• Professional and courteous demeanor in customer interactions.
• Basic math proficiency and ability to multitask effectively.
• Strong judgment and decision‑making skills.
• Basic proficiency in Microsoft Office (Word, Excel, Outlook).
• Keyboarding skills, including 10‑key and typing speed of 35–40 WPM.
• ABO certification preferred.

• 2–4 years of customer service experience.
• Experience in a telephonic or direct customer contact role.
• Previous Luxottica Retail store/field experience.

Employee pay is determined by geographic factors, experience, qualifications, skills and local minimum wage requirements. You may also receive a competitive bonus and/or commission plan. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, Essilor Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request an accommodation, call the Essilor Luxottica Speak Up Hotline at 844‑303‑0229 or email HRC

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national 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 characteristic protected by law.

Native Americans in the US receive preference in accordance with Tribal Law.