Pipeline - Customer Service Representative

Customer Service Representative

The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Luxottica Retail revenues and enhance the overall customer experience. Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

Major duties and responsibilities include:

• Assisting customers telephonically and non-telephonically with service and support issues.
• Resolving problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
• Acting as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensuring productivity, revenue generation, and quality levels are met in order to meet and exceed customer and Luxottica Retail expectations.
• Using courteous and professional language.
• Working effectively in a team environment.
• Creating a win-win resolution to problems.

Basic qualifications include:

• High School/ equivalent or relevant work experience
• Ability to produce quality and professional written correspondence with customers
• Ability to demonstrate and perform basic math
• Customer service orientation
• Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
• Commitment to providing resolution to customer issues on the first contact
• Strong English comprehension and a good command of grammar

Preferred qualifications include:

• Associate degree or higher
• Previous experience in a telephonic or personal customer contact position
• Retail store/field experience

Prescreen must be attached to the resume on ONE document.