Customer Service Specialist

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. Greasing the wheels behind the scenes, our people in Operations are the backbone of our Company.

General Function

The Customer Service Specialist provides exceptional customer service support by email and over the phone to Members, Providers, Benefits Administrators, and Internal Customers. The Specialist also runs queries to pull forms fulfillment requests and trend volumes.

Major Duties and Responsibilities

• Manages and supports EyeMed.com general email requests for Members and Providers with website registration and content, record updates, claim explanations, claims research, eligibility issues, terminations, and reinstatements.
• Researches and troubleshoots escalated issues from customer service phone agents. Multi tasks priorities and partners with other departments to resolve issues within established timelines.
• Manages internal research team mailbox from account managers, plan set up, claims, provider relations for escalated issues and customer outreach.
• Manages metastorm workflow tool and ensures all issues submitted from phone agents are complete and accurate before sending to business lines for resolution.
• Reports issue trends to business leads and tracks response times from business partners on escalated issues.
• Provides escalated Customer Service support over the phone in a timely, consistent, and courteous manner to EyeMed members and providers.
• Uses system tools as appropriate to escalate issues between the various functional areas within EyeMed.
• Anticipates and follows-up on requests and issues with a proactive, problem-solving approach.
• Provides expert service specific to cross-functional needs for designated customers.
• Effectively and professionally handles all escalated issues to meet Customer Care Center productivity and quality goals.
• Communicates with others:
• Internal – Call Center associates and other EyeMed functional areas
• External – Members/Providers

Basic Qualifications

• High School Diploma
• 3+ years experience in a professional business
• Strong oral & written communication skills
• Research & problem solving skills
• Ability to provide exceptional customer service
• Exhibit resourcefulness in resolving problem situations
• Manage time & multiple tasks effectively

Preferred Qualifications

• College or University degree
• Existing knowledge of EyeMed products & services within Call Center environment
• Knowledge of vision benefits and/or insurance company

Pay Range: 21.96 - 32.88

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.