Customer Service Representative

Requisition ID: 887109
Store #: EC0604 Cust Service Ott RIVOTC
Position: Full-Time
Total Rewards: Benefits/Incentive Information

Founded in 1976, Riverside Opticalab Ltd is a world leading manufacturer and supplier of optical solutions. Our mission is to improve sight and empower our customers with the best optical solutions powered by our expertise and efficiency, driven by simplicity and flexibility. We deliver personalized services and product offerings to meet our customer’s diverse and unique needs. By joining Riverside Opticalab, you become part of a team that is committed to continuous improvement and customer’s satisfaction. We are committed to creating an exceptional workplace that values highly skilled talent in a stimulating environment.

Riverside Opticalab Ltd is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION

Answers phone to respond to orders, general customer inquires, invoice questions, and customer complaints. Project a professional company image through phone interaction.

MAJOR DUTIES AND RESPONSIBILITIES

• Answer phones and respond to customer requests
• Confer with customers by telephone in order to provide information about products and services, to take orders, or to obtain details of complaints
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the computer system.
• Explains charges for services requested
• Refer unresolved customer grievances to designated departments for further investigation
• Transfer customer calls to appropriate staff
• Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Check to ensure that appropriate changes were made to resolve customers' problems
• Follow-up on customer inquires not immediately resolved
• Recognize, document and alert the supervisor of trends in customer calls
• Recommend process improvements
• Other duties as assigned

QUALIFICATIONS

• You possess 2-3 years’ experience in a similar position preferably in an eyewear optical environment.
• You are seen as a person with a sense of initiative and your ability to work in a team.
• You are seen as a talented person as it relates to your communication skills and have an ability to foster and maintain good relationships with people that you interact with.
• You are an individual that works well under minimal supervision.
• You are a person that likes challenges and is quite organized and have a great sense of priority.
• Bilingual candidate required (English and French)

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.

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