To be a strong fit for this Customer Care Specialist opportunity you will have:  

• High School education or equivalent required 
• 3+ years of related optical experience and/or training required; ABO certification preferred 
• Ability to communicate effectively (written and verbal) in a team environment
• A professional phone presence 
• Basic ability to add and subtract and understand decimal numerical sequencing 
• Ability to multi-task and prioritize
• Good judgment and decision making skills
• The ability to leverage multiple systems to support our customers. Basic understanding of the Microsoft Office programs including Microsoft Word, Microsoft Excel, and Outlook 
• Experience with SalesForce and/or Oracle preferred  
• Excellent organizational abilities and attention to detail
• A commitment to punctuality and attendance
• A passion for improving lives and an eagerness to learn new things

You need to know:

• Duties in this position are usually repetitive, requiring limited analysis and use of individual judgment.  
• This position requires that you primarily sit at a computer desk for the duration of any shift. You will also walk to the lab and other areas within the facility.
• You'll may need to be able to lift and move up to 20 lbs. to waist height on a regular basis.
• Given current conditions, you’ll begin as a remote employee working from your home office, but will be expected to report to the Dallas, TX or Columbus, OH office once our offices are able to reopen.
• For remote work, you’ll receive a company-provided laptop, headset, and equipment, but you will provide your own high-speed internet, and will need the ability to plug your equipment directly in (rather than relying on WiFi) as our VOIP phone system works best when plugged in.
• For remote work, your office must be in a quiet environment where you can work uninterrupted, and where no one else will be privy to the HIPAA-protected information that you’ll have access to on your screen. 

We have multiple openings for the day shift position. You will work between 8am – 5:30 pm Central / 9am-6:30pm Eastern, Monday through Friday. You will work an 8-hour day shift within these times, but we are customer-driven so we'll expect you to be flexible about working overtime and occasional Saturdays if needed, although we anticipate that to be minimal in this role. 

As a Customer Care Specialist, your mission will be to act as a representative of our company to provide top quality service to our customers. You will spend the majority of your time answering phones, following through on customer inquiries, checking order status / product compatibility, and much more. Most of the calls will be in regard to status checks, but you may also receive inquires about managed care services and other related topics.  
 
It’s important to note that this role has less customer interaction than some other customer service roles. When you are not on the phone with our customers, you will spend your time working on offline work such as problem solving, researching issues, and working with other internal teams.  

Your essential duties will be to:  

• Provide quality customer service by answering incoming customer calls, responding to customer questions/concerns, entering orders and/or redo’s, researching technical questions, and conducting outbound calls - 85% 
• Prioritize and problems solve customer issues and concerns - 15%  

Other duties 

• Manage customer late lists, moving late jobs through lab and communicating with customers
• Perform other duties within the customer service department or other areas as assigned
• Maintain a clean and organized work environment
• Observe all company policies, rules, and safety practices

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: The Columbus facility.

Influence processes
We'll welcome your ideas and suggestions on how to improve upon our existing customer service function. We are always looking for improvements and we're establishing best practices that can be duplicated at other locations around the world, meaning you could have an impact beyond your facility.

Professional development
Our in-house training program will acquaint you with our culture and business, as well as your role. To begin we'll set you up for remote success, and once we're back in the office, you'll spend time in classroom sessions, work with our Trainers, and work alongside your manager and another supervisor. We're committed to ensuring you have the tools and training needed to thrive at Essilor.

Great environment
You will join a team that includes dedicated, smart and mutually supportive professionals. Our culture is entrepreneurial, and the company has been innovating both technologically and to solve problems for 170 years. You'll also learn the cultural nuances of working for a company based in another country, if that's new to you.

Truly living our values
At Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.

Excellent compensation
In addition to competitive compensation, we offer an exceptional mix of first-rate benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training through Essilor University; lens and frame benefits for you and your family; an employee stock purchase plan with company match; and more.

Video: As part of the #DifferenceMakers campaign, Essilor chose four eyecare professionals and three Essilor employees to participate in a mission trip to Southeast Asia in March 2019.

This is a goal-oriented team that loves to make work fun and reward people for doing it. We're looking for adaptable and flexible people who can excel in a fast-paced environment. If you are someone who is willing to show up and try, as well as to think and learn, every single day, then you’ll find success here.

In addition, in order to be an outstanding Customer Care Specialist, you will:

• Bring a proactive approach to learning and getting up to speed quickly
• Support our commitment to getting Quality Right the First Time
• Achieve goals independently and also contribute as a team player
• Manage multiple tasks and priorities effectively
• Remain flexible and adaptable as processes change
• Maintain a clean, orderly and safe workspace
• Bring a commitment to our mission and goals

Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.