Customer Service Representative

Customer Service Representative – Vision Insurance (Remote, Mason OH)

Location: Cincinnati Service Center, 4000 Luxottica Pl, Mason, OH 45040
Start Date: December 1, 2025
Cut-Off: November 17, 2025
Positions: 5
Type: Temp-to-Hire (eligible for conversion after 90 days without fee)
Pay Rate: $17.00/hour

Training and Schedule

• Training Window: December 2 – December 18, 2025
• Training Hours: Monday – Friday, 9:00 AM – 5:30 PM (Virtual)
• Department Staffing Hours: Monday – Friday, 8:00 AM – 9:00 PM
• Agent Shifts: Monday – Friday, 9:30 AM – 6:00 PM
• Equipment Pickup: Monday, December 1, 2025 (at Mason, OH CSC)
• OPS Day (First Working Day): Tuesday, December 2, 2025
• First Day of Employment: December 1, 2025 (use this day to test log-ins and equipment)

Important Requirements

• Local Candidates Only: Must live within 1-hour driving distance from Mason, OH.
• Temp-to-Hire Eligibility: Candidate must be eligible to convert to permanent hire after 90 days without a fee.
• Compliance:
• Background Check: 5-panel drug screen
• OIG/SAM/OFAC Screenings: Completed and cleared
• Monthly OIG/GSA/OFAC screenings required for EyeMed compliance
• Eyemed Leonardo training completion mandatory

Work Environment and Equipment

• Training: Remote (Work From Home)
• Must have a private, distraction-free workspace (no children, pets, or background noise)
• Must be willing to come onsite if equipment (e.g., headset) malfunctions
• Must pick up Luxottica-provided equipment (CPU, monitor, keyboard, mouse, headset, cords) in person from Mason, OH
• Internet Requirements:
• Minimum 10 Mbps download / 1 Mbps upload
• Wired Ethernet connection only (6-ft cord provided; no Wi-Fi)
• Must have a smartphone (for multi-factor authentication)
• Must return equipment in original condition at contract end; billed $2,000 for missing equipment

POSITION OVERVIEW

The Customer Service Representative – Vision Insurance provides high-quality multi-channel support (telephonic, chat, email, social media, and U.S. mail) to customers. This role ensures problem resolution in a manner that meets or exceeds department objectives, enhances the customer experience, and protects Luxottica Retail revenues. The representative will also initiate escalation for unresolved issues.

MAJOR DUTIES AND RESPONSIBILITIES

• Assist customers telephonically and non-telephonically with service and support issues
• Resolve problems using department tools, resources, and sound business judgment
• Collaborate with field/stores to increase customer satisfaction and retention
• Serve as a positive role model, demonstrating performance improvement and support of company objectives
• Meet and exceed defined productivity, quality, and revenue goals
• Use courteous and professional communication in all interactions
• Work effectively in a team environment and create win-win resolutions

BASIC QUALIFICATIONS

• Education: High School diploma or equivalent, or relevant work experience
• Customer Service Orientation with strong interpersonal and problem-solving skills
• Excellent Written Communication Skills and proper grammar usage
• Intermediate PC Knowledge, including Windows OS, Microsoft Office, and Internet proficiency
• Basic Math Ability and accuracy with data entry
• Commitment to first-contact resolution
• Strong English comprehension

PREFERRED QUALIFICATIONS

• Associate Degree or higher
• Previous experience in a telephonic or customer contact role
• Healthcare / Insurance background (medical billing, claims, or vision benefits experience) - Preferred
• Luxottica Retail / Optical industry experience

Best Regards,

Yash Saxena

Lead Recruiter

Azaaki, LLC

• M: | O: ext. 537

6010 W. Spring Creek Pkwy, Plano, TX 75024

Job Types: Full-time, Contract, Temporary

Pay: $ $17.00 per hour

Expected hours: 40 per week

Work Location: Hybrid remote in Mason, OH 45040