What are the responsibilities and job description for the Customer Service Representative (Operations & Services Excellence) position at EssilorLuxottica?
Requisition ID: 851143
Position:Full-Time
We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.
With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.
Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.
GENERAL FUNCTION
The Customer Service Representative provides exceptional customer service and support to EyeMed Members, Providers, Business Administrators and Store Divisions (LensCrafters; Pearle; etc.).
MAJOR DUTIES AND RESPONSIBILITIES
- Provides member service support, over the phone, in a timely, consistent and courteous manner to EyeMed members and providers.
- Assists EyeMed members by answering benefit questions, eligibility, web registration, authorizations, provider location inquiries and claims details.
- Interfaces with providers to verify member eligibility and authorize services.
- Reviews claims details, researches payment issue and investigates provider network details.
- Uses system tools as appropriate to escalate issues between the various functional areas within EyeMed.
- Meets Customer Care Center productivity and quality goals.
BASIC QUALIFICATIONS
- High school diploma
- 1 year(s) experience in customer service environment
- Excellent verbal and written communication skills
PREFERRED QUALIFICATIONS
- College Degree
- Call Center experience
- 1 year(s) experience in a professional business environment
- Knowledge of vision benefits and/or insurance industry
- Excellent telephone skills
- Excellent active listening and comprehension skills
- Ability to demonstrate empathy to the caller’s situation
- Ability to provide exceptional customer service
- Ability to exhibit resourcefulness in resolving problem situations
- Ability to manage time and multiple tasks effectively
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.
