Customer Service Specialist

Description/Comment: 1 CS Representative - Level 1
Resumes and Prescreen required
Time Zone (CST ) / Preferred Hours: 8am - 5pm:
100% remote
Start date - 8/4/2025
Brand: Professional Services/Lens (Luxottica)
Background check required - 7 year criminal ONLY
Pay Rate based on resources work location (See attachment)

Temp to Hire
$2000 Missing equipment fee if equipment is not returned when requested.

Must have Customer Service experience; Quiet Work Environment; Working Knowledge of MS Office; Able to navigate between various windows/browsers; Comfortable being on phones 100% of the time
GENERAL FUNCTION: Provide excellent customer service by communicating effectively Major Duties and Responsibilities:
Focused on one specific program/area
Handle inbound and outbound calls, chats, and emails
Use of technology systems
Troubleshooting problem jobs
Report generation
Follow through on customer inquiries
Retention and acquisition of industry/position knowledge

Experience:
0-3 years customer experience (entry-level)
Optical Experience: not required
ABO Certification: no

The primary focus of this position is to act as a representative of our company to provide top quality service to
our customers which may be measured through defined numerical goals/targets. Duties in this position are
usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include
handling inbound and outbound calls and/or emails, use of technology systems, troubleshooting problem jobs,
report generation, following through on customer inquiries, and the retention and acquisition of
industry/position required knowledge. Supervision ranges from close to general. ESSENTIAL DUTIES: All duties to be performed according to the established standard and in compliance with all
company policies and procedures while maintaining regular, prompt attendance and availability
for overtime as needed:
Provide quality customer service by answering inbound and outbound customer calls
and/or emails and chat, prioritizing and responding to customer questions/concerns, entering
orders and/or rework orders, answering optical related technical questions
Ability to cross train in various areas within the Customer Service group to include
inbound and outbound calls, proactive notifications, and knowledge of Salesforce, Optifacts, or
various lab management systems
Prioritize and solve complex customer issues and concerns by troubleshooting and
analyzing. WORKING ENVIRONMENT: Fast paced, office environment.
Regularly work with others.
The noise level in the office is quiet. Start Time: 12:00 AM Hours: 8:30 am - 5pm Location: ESSILOR Labs 6650 Saukview Dr. St. Cloud MN 56303 Education: Additional Job Details: 1 CS Representative - Level 1 Resumes and Prescreen required Time Zone (CST ) / Preferred Hours: 8am - 5pm Start date - 8/4/2025 100% remote Pay rate based off work location $2000 Missing equipment fee if equipment is not returned when requested. Background check required - 7 year criminal ONLY MARKUP 36% Work Hours Time Zone Days 8:30am - 5pm CST Monday through Friday Experience: Responsibilities: 0-3 years customer experience (entry-level) Focused on one specific program/area Optical Experience: not required Handle inbound and outbound calls, chats, and emails ABO Certification: no Use of technology systems Troubleshooting problem jobs Report generation Follow through on customer inquiries Retention and acquisition of industry/position knowledge Skills/Roles Certification/Credentials Clearance Other Job Position Reports To: High-risk Requisition: No Background Check Required: Yes Drug Test Required: No
Attachment: Position Title: Customer Service Specialist Job Classification: CS Rep II FLSA
Status: Hourly Exempt
Non-Exempt Department: Customer Service- Reports To: Location: Direct Reports:

• Yes

No Position Summary: The primary focus of this position is to act as a representative of our company to provide top quality service to our customers which may be measured through defined numerical goals/targets. Duties in this position are usually repetitive, requiring analysis and use of individual judgment. Specific duties for this position include handling inbound and outbound calls and/or emails, use of technology systems, troubleshooting problem jobs, report generation, following through on customer inquiries, and the retention and acquisition of
industry/position required knowledge. Supervision ranges from close to general. Essential Duties: All duties to be performed according to the established standard and in compliance with all company policies and procedures while maintaining regular, prompt attendance and availability for overtime as needed:

• Provide quality customer service by answering inbound and outbound customer calls and/or emails and chat, prioritizing and responding to customer questions/concerns, entering orders and/or rework orders, answering optical related technical questions
• Ability to cross train in various areas within the Customer Service group to include inbound and outbound calls, proactive notifications, and knowledge of Salesforce, Optifacts, or various lab management systems

• Prioritize and solve complex customer issues and concerns by troubleshooting and analyzing.

Other Duties:

• Maintain and acquired optical, systems, and product knowledge through attendance and successful completion of ongoing training as assigned
• Manage Customer late lists and communicate with customers.
• Perform other duties within the customer service department or other areas as assigned.
• Maintain a clean and organized work environment.
• Observe all company policies, rules, and safety practices.

Physical Demands: The task of this position requires duties to be performed by:

• Regularly sit for the duration of shift.
• Occasionally required to walk, stand, stoop, climb, or balance.
• Coordinated use of hands and fingers to grasp, feel objects, transfer small items from one hand to another, fine manipulation, and bilateral reach with arms.
• Use of close vision, color vision, depth perception and ability to adjust focus.

Work Environment:

• Fast paced, office environment.
• Regularly work with others.
• The noise level in the office is quiet.

Safety and Ergonomic Requirements:

• Must practice safe work practices and report any unsafe conditions immediately.
• Required to wear the appropriate PPE (Personal Protective Equipment) while in the laboratory, including safety eyewear and enclosed shoes.
• Attend and participate in all required safety training.
• Follow all Lock Out/Tag Out procedures as required for both authorized and affected users.
• Participate in daily ergonomic stretches and follow all ergonomic requirements of the position.

• Follow all personal dress requirements according to the established dress code and safety requirements.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience

• High School education or equivalent preferred.

• 2-3years previous related experience and/or training required.

Certificates and Licenses

• None

Communication Skills

• Telephone/Email Etiquette
• Active Listening
• Familiarity with electronic communication methods such as email, instant messaging, and chat services

Language Ability

• Ability to read and comprehend simple instructions, short correspondence, and memos.

• Ability to write short correspondence.

• Ability to communicate effectively in a team environment.

• Ability to use professional language/conduct when communicating externally to customers.

Math Ability

• Basic ability to add and subtract.

• Understand decimal numerical sequencing.

Reasoning Ability

• Ability to multitask and prioritize.

• Demonstrate good judgment and decision-making skills.

Computer Skills

• Ability to set up computers required (monitors, headsets, keyboard, docking station, laptop, cords, etc.)

• Microsoft Office programs required (Excel, Word, etc.)

• Gmail and Google Suite of Web Based Applications

• Keyboarding skills with the ability to do 10 keys .

Technical and Internet Specifications (Remote Agents Only)

• Home Router with wired link to PC (Employee Provided)
• Business Level Internet (Employee Provided)
• Monitor (Company provided)

Wired Headset (Company provided)