Customer Service Representative
About The Position
Since 1915, Walman Optical has served thousands of independent eye care professionals providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience. With us, you’ll bring our most advanced technology and innovative products to our partners. As a division of Walman, our collective mission is to enrich the lives of our customers, employees and the communities we serve through better vision. Walman 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. The Customer Service Representative delivers high-quality, multi-channel support and problem resolution to customers, ensuring an exceptional experience with Walman X-Cel Specialty Contacts. This role handles customer inquiries, processes orders, and initiates escalation for unresolved issues. Responsibilities require strong analytical skills, attention to detail, and sound judgment.
Requirements
- High school diploma or equivalent preferred.
- Previous customer service experience or relevant training.
- Strong communication skills, including the ability to write and comprehend 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.
Nice To Haves
- 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.
Responsibilities
- Perform all duties in compliance with company policies, maintaining punctuality and 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, ensuring positive customer experiences and driving revenue growth.
- Resolve customer issues using department tools, expertise, and business judgment to enhance satisfaction and retention.
- Answer inbound calls, address customer concerns, enter orders, process redos, respond to technical questions, and conduct outbound calls as necessary.
- Serve as a positive role model, demonstrating continuous improvement and supporting 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 customer issues, manage late job lists, and communicate with internal teams to expedite solutions.
- Investigate and resolve shipping and delivery concerns, acting as a liaison between the lab and inter-company laboratories.
Benefits
- health care
- retirement savings
- paid time off/vacation
- various employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
