Customer Service Representative eam Lead T

EssilorLuxottica
paid time off
United States, Florida, Tampa
Feb 21, 2025
Requisition ID:877221 Position:Full-Time Total Rewards:Benefits/Incentive Information EssilorLuxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe. In North America, our wholesale business is the home to global brands like Ray-Ban, Oakley, and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, and Target Optical. We are also home to EyeMed, the fastest growing vision care company in the United States. EssilorLuxottica's Wholesale teams deliver the highest quality frames, best-in-class expertise and a deep understanding of products and markets to support our customers and fuel their businesses all over North America. GENERAL FUNCTION The Customer Service Lead plays a critical role in ensuring that frontline Customer Service Agents (CSAs) are set up for success. The Team Lead plays the part of subject matter expert that CSAs look to for advice and guidance on best practices in Customer Service. The Customer Service Lead provides the coaching and training needed to support CSA performance metric expectations. Also plays a part in solving customer concerns, providing real-time support to agents, handling customer e-mail and phone contacts and interfacing with cross-functional business groups to drive resolution on issues that cannot be solved by frontline agents. The Team Lead works closely with leadership staff to ensure continual improvement of the customer experience is achieved and identified gaps are addressed. MAJOR DUTIES AND RESPONSIBILITIES Owns escalated customer contacts and leads the effort to satisfactorily resolve them. Answers frontline agent inquiries, points agents to internal reference materials for guidance and gathers information to update internal reference materials and processes. Provides prompt, efficient, detailed, customer-oriented service to Luxottica WHNA customers. Owns high-touch accounts at the request of Customer Service and Sales leadership. Works with other customer support teams to ensure a consistent and high-quality level of support. Drives projects to improve support-related processes. Acts as an advocate for the customer, reports and acts on observed areas for improvement Actively seeks solutions to customer needs, communicates trends to leadership, and suggests innovative solutions on behalf of the customer experience. Assists with CSA communication during launches and support events. Assumes responsibility for developing detailed knowledge about specific product lines and features. Makes sure internal knowledge reference pages are updated. BASIC QUALIFICATIONS High School Diploma Experience coaching and using a consultative approach toward delivering feedback Experience taking ownership and driving resolution on escalated customer issues Intermediate to advanced business productivity software experience - emphasis in Outlook, Excel and PowerPoint Strong time management and re-prioritization skills Ability to multitask and perform in constantly changing environment Exceptional listening skills Ability to work weekends and/or evenings Experience in identifying and reporting quality gaps for a group of people to leadership Fluency in English - strong written and verbal communication skills PREFERRED QUALIFICATIONS Associates degree 1+ year(s) experience in a call center environment Experience in leadership positions Experience in customer service supervision/management A drive to dig into the details of a system or process to solve customer problems Proven success in a fast paced support environment 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.