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Consumer Services Specialist
Ref No.: 18-07174
Location: Mason, Ohio
Start Date / End Date: 11/05/2018 to 02/04/2019
Description/Comment: DEPARTMENT: RayBan - The Consumer Services provides telephone and email support of Luxottica Retail's eCommerce business. The consultants must quickly master a deep knowledge of RayBan Retail. They will be responsible for the following activities: Communicating effectively and professionally with customer via phone, email and potentially live chat. Investigating and answering customer inquiries regarding orders, returns, shipments, products and overall customer service. Explaining pricing and insurance benefits. Placing outbound telephone calls or composing outbound emails to follow-up with customers who have issues or concerns. Using up-sell and cross-sell techniques to maximize revenue. Partnering with doctors to ensure prescriptions are valid. Scheduling eye exams for patients of doctors next to Lenscrafters, Pearle Vision, Sears Optical and Target Optical. Associate must be able to adapt to a floating work schedule. Associate must exhibit excellent customer care, phone, communication and writing skills. They must be able to calculate figures and amounts. Candidate should have knowledge of basic Microsoft applications and the ability to learn other computer software applications.
Hours: 8:00am to 9:00pm Location: CINCINNATI SERVICE CENTER 4000 LUXOTTICA PL MASON OH 45040
Additional Job Details: DEPARTMENT: RayBan - Group Interviews – Tuesday, 10/23 9:00 AM and 2:00 PM. Start Date: Monday, 11/5/18. Length: 3 months (TTH). ***SEASONAL BONUS*** Associates have the ability to qualify for a seasonal bonus starting Nov 1, 2018 -Jan, 2019. Associates will receive $2.00/hour bonus paid out for hours worked the previous month. The $2.00 is NOT a rate increase; it is an additional $2.00 bonus on all hours worked from the prior month and is seasonal to be paid out once a month. The associates will be eligible as of 11/1/2018, but will have to work their schedule to receive the bonus.** Training Hours: roughly 3-4 weeks working 9:30 am- 6:00 pm. (2 weeks of classroom training, 2 weeks of transition) Shift Bid for regular schedules will take place during transition period. Shifts available: 12:30 -9PM. Schedule: RayBan - Hours is between 8AM-9PM, Monday-Friday. PLUS Saturdays (9AM - 7PM) - 1 day off during the week. Schedules do change and typically there is opportunity to change shifts after a certain amount of time. •Do not submit candidates that had interviewed and were declined •If the candidate has worked at Luxottica before, please confirm dates, department, manager's name and reason for leaving. •Identify gaps in their resumes and/or which jobs/assignments were seasonal/short term, etc. SKILLS: •Needs to have intermediate computer skills. •Ability to navigate multiple systems simultaneously. •Customer service skills but not necessarily call center experience. •Ability to be present and on time. Added Manager Note: It's important for candidates to understand that there is very limited (some weeks none) time off that will be approved during the end of November and December. SUBMITTAL REQUIREMENTS: • Resume, Call Center Customer Service assessment score, pre-screen questionnaire and Group Interview available time slot.