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Customer Service Representative I
IL - Shorewood

Opportunity Snapshot
Top reasons you owe it to yourself to consider aligning your career with G4S.
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Enjoy excellent training, career opportunities, great culture, competitive pay and great benefits
If you combine strong customer service skills with attention to detail and the motivation to learn and grow professionally, the Customer Service Representative position offers you several compelling opportunities. You will:
  • Enjoy strong training and the ability to use your previous experience to make an impact on the customer service experience. Regardless of your background, we'll set you up for success. We just ask that you are committed to your attendance and punctuality. 
  • Showcase your potential to take on additional responsibilities and advance; we are committed to hiring from within whenever possible.
  • Join a collaborative, upbeat team in one of the largest optical processing facilities in the nation.
  • Enjoy the stability and resources of a growing global organization -- our recent merger with Luxottica has made us the world's largest player in the eyewear industry.
  • Earn a competitive wage and first-rate benefits that include all you would expect as well as some pleasant surprises, such as lots of opportunity for overtime with extra pay.

Improving Lives By Improving Sight. Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people and operates the largest and most comprehensive optical laboratory network in the U.S. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010.
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Build a Progressive Career Home with a Growing Global Industry Leader

The Requirements
Find out what it takes to thrive in this role.
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To be a good fit for the Customer Service Representative opportunity, you will have:
  • A high school diploma or equivalent. 
  • 1-2 years of previous related experience and/or training required. A background in a call center, customer service or administrative office environment could be a great fit for this role.
  • 1-2 years of optical experience is preferred.
  • Proven computer skills, including a basic understanding of Microsoft Office programs, including Word, Excel, and Outlook. Familiarity with Salesforce is strongly preferred.
  • Strong oral and written communication skills.
  • Proven reading and comprehension skills.
  • A commitment to attendance and punctuality.
  • The ability to effectively present information and respond to questions from groups of managers, employees, and the general public.
  • The ability to use professional language/conduct when communicating externally to customers.
  • Excellent organizational abilities.
  • Attention to detail.
  • The ability to work both independently and as part of a team.
  • The ability to multi-task and prioritize.
You need to know:
  • 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.
  • We are customer-driven so we'll expect you to be flexible about working overtime and occasional weekends as needed, although we anticipate that to be minimal in this role.
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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Your primary focus will be to take inbound calls or make outbound calls, and communicate with customers via email to monitor jobs for critical accounts, including old, delayed or problematic jobs. You'll work with department leaders to ensure priority jobs are moved through the lab.

Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include monitoring reports, making phone calls, following through on customer inquiries, locating and distributing trays within the lab, and designating priority jobs. 

More specifically, your essential duties will be to:
  • Manage customer late lists, moving late jobs through the lab and communicating with customers.
  • Investigate and troubleshoot shipping and delivery concerns.
  • Act as a liaison between the lab and inter-company laboratories.
  • Locate, distribute and tag tray to expedite and escalate jobs according to company policy.
  • Provide quality customer service by making outbound customer calls, responding to customer questions/concerns, entering orders and /or redo's, and much more.
  • Prioritize and problem solve complex customer issues and concerns.
  • Perform other duties as assigned.
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Why Join Us
More great reasons to build a career home with us.
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Professional development
Our in-house training program will acquaint you with our culture and business, as well as your role. You'll spend time in classroom sessions and also shadow a coach or other CSLs on your team. We're committed to ensuring you thrive at Essilor.

Career options
History shows that strong performers can advance their careers at Essilor. Within our shift and department, there are plenty of opportunities. For example, success as a CSL could set you up to cross-train in other areas, or pursue advancement to another team. In addition, in such a large company there are always other avenues to build your career throughout the organization.

Strong team
You will join a team that includes dedicated, smart and mutually supportive professionals who come to work with a positive attitude, and who enjoy working together. We are looking for someone who can become part of our 'family' in the department. Everyone shows up to do their best every day for the team, and the right fit here is someone who is willing to step in when needed, just as every member of the team is willing to do.

Great environment
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. For example, the Essilor Vision Foundation partners with schools, eye doctors, and communities to provide eye exams and glasses to underserved children at no cost to their families. 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; 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.
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Road to Success
Explore the characteristics that will enable you to stand out.
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This is a goal-oriented team that loves to make work fun and reward people for doing it. We'll provide training, but change will be ongoing and your role may evolve. 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 Service Representative, 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
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Essilor of America, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at jemyr.agosto@essilorusa.com.