Team Lead- Customer Services

EssilorLuxottica Group • Denver, CO

1d • $24 - $36

About The Position

The Customer Service Lead ensures frontline Customer Service Agents are equipped to succeed, serving as a subject matter expert who provides guidance on customer service best practices, coaching, and training to support performance expectations. The role resolves escalated customer concerns, provides real-time support to agents, handles customer email and phone contacts, and works with cross-functional business groups to resolve issues beyond frontline agents’ scope. The Team Lead also collaborates with leadership to continually improve the customer experience and address identified gaps.

The position provides customer-oriented service to Luxottica WHNA customers, supports high-touch accounts when requested by Customer Service and Sales leadership, and works with other customer support teams to maintain consistent, high-quality support. It also contributes to process improvement projects, customer advocacy, launch and support-event communications, product knowledge, and keeping internal knowledge reference pages current.

Requirements

• High school diploma.
• Experience coaching and using a consultative approach to deliver feedback.
• Experience taking ownership of escalated customer issues and driving them to resolution.
• Intermediate to advanced business productivity software experience, especially Outlook, Excel, and PowerPoint.
• Strong time management and reprioritization skills.
• Ability to multitask and perform in a constantly changing environment.
• Exceptional listening skills.
• Ability to work weekends and/or evenings.
• Experience identifying and reporting quality gaps for a group of people to leadership.
• Fluency in English, with strong written and verbal communication skills.

Nice To Haves

• Associate degree.
• At least one year of experience in a call center environment.
• Experience in leadership positions.
• Experience in customer service supervision or management.
• Drive to investigate system or process details to solve customer problems.
• Proven success in a fast-paced support environment.

Responsibilities

• Own escalated customer contacts and lead efforts to resolve them satisfactorily.
• Answer frontline agent inquiries, direct agents to internal reference materials, and gather information to update reference materials and processes.
• Provide prompt, efficient, detailed, customer-oriented service to Luxottica WHNA customers.
• Own high-touch accounts when requested by Customer Service and Sales leadership.
• Work with other customer support teams to ensure consistent, high-quality support.
• Drive projects that improve support-related processes.
• Advocate for customers and report and act on observed areas for improvement.
• Seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to improve the customer experience.
• Assist with CSA communications during launches and support events.
• Develop detailed knowledge of specific product lines and features.
• Ensure internal knowledge reference pages are updated.
• Coach and train Customer Service Agents to support performance metric expectations.
• Provide real-time agent support and handle customer email and phone contacts.

Benefits

• Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
• A competitive bonus and/or commission plan may also be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED