Customer Service Representative Team Lead

Requisition :920021
Store #:

E01224 Ops - Customer Svc - Admin Tampa
Position:Full-Time
Total Rewards:Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in‑class shopping experiences such as Sunglass Hut, Lens Crafters, and Target Optical, and leading e‑commerce platforms.

With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one‑on‑one, developing professional relationships based on trust and care.

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 Linked In!

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.

• 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.

• 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 Power Point
• 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

• 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…