Customer Service Representative

Job Title: Customer Service Representative (Temp to Hire)
Start Date: Immediate
Duration: Temp to Hire
Work Schedule: Monday–Friday | 10:30 AM – 7:00 PM EST
Work Mode: 100% Onsite
Location: 6848 Ellicott Drive, East Syracuse, NY 13057

Interview & Start Requirements

• Candidates must be available to interview within 24 hours
• Must be able to start within 10 business days or sooner
• Resume, Internet Speed details, and Pre-Screen Questionnaire required
• Any time off needed within first 90 days must be disclosed (notes + questionnaire)

General Function

The Customer Service Representative delivers high-quality, multi-channel customer support (phone, email, chat, etc.) to ensure customer satisfaction, protect and grow Luxottica Retail revenues, and enhance the overall customer experience. The role involves resolving customer issues, handling escalations, and maintaining service excellence standards.

Key Responsibilities

• Handle inbound calls from Eye Care Professionals (ECPs) regarding:
• Lens orders
• Order status & tracking
• Remakes
• General customer service inquiries
• Make outbound calls to follow up on pending jobs
• Manage an average of 8 calls per hour
• Resolve customer issues using internal tools, resources, and sound judgment
• Escalate unresolved issues appropriately
• Communicate professionally and courteously across all channels
• Meet or exceed productivity, quality, and customer satisfaction metrics
• Work collaboratively within a team environment to achieve department goals

Ideal Candidate Profile

• Optical experience preferred (opticians, optical front desk, or lab experience)
• ABO certification preferred (opportunity for pay increase after certification)
• Strong customer service mindset with problem-solving skills
• Ability to create win-win resolutions for customers

Training

• Combination of online optical training and 1:1 in-person sessions
• Training duration: 2–3 weeks
• Independent call handling begins after training completion

Basic Qualifications

• High School Diploma or equivalent (preferred, not required)
• Strong verbal and written English communication skills
• Ability to perform basic math
• Intermediate PC skills
• Proficient in Microsoft Office and web browsers
• Commitment to first-contact resolution
• Customer-focused, professional, and detail-oriented

Job Type: Contract

Pay: $ $18.00 per hour

Work Location: In person