Customer Service Representative

Description/Comment: Department Costa/SGH Temps needed to be recruited 3 Start Date 9/29/2025 Training Window Dates 9/29-10/31 Training Hours Mon-Fri; 9a-530p Training Locations Virtual Department Staffing Hours Mon-Fri 830a-530p; Sat 9a-530p gent shifts Shifts ranging from 830a-5p to 9a-530p M-F, with rotating Saturday. Will receive alternate day off during week when working Saturday **** Must be able to pick up equipment from Mason, OH - CSC * Able to work remotely with limited distractions and has an understanding of accountability and integrity. • Have a signed agreement between your agency and the contractor, to ensure they understand the LUX equipment must be returned in the same condition they received and, it should be returned within the week the contract ends. • Agencies will be billed $2,000 for missing equipment REMOTE ROLE-LOCAL CANDIDATES ONLY - GENERAL FUNCTION: The CSR provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase Luxottica Retail revenues and enhance the overall customer experience. Compensate 8 hours for pick up and computer setup CSR initiates the escalation process for unresolved customer problems. CSR provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LUX Retail revenues and enhance the overall customer experience. CSR initiates the escalation process for unresolved customer problems. MAJOR DUTIES- Assists customers telephonically and non-telephonically with service and support issues. Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention. Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and LUX expectations. Uses courteous and professional language. Works effectively in a team environment. Creates a win-win resolution to problems. QUALIFICATIONS- Preferred High School or equivalent. HS Diploma not required for this role, as long as they have relevant work experience. Please let the contractors know they will need a HS diploma/equivalent to convert to a perm employee. Ability to produce quality and professional written correspondence with customers Ability to demonstrate and perform basic math CS orientation Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers Commitment to providing resolution to customer issues on the first contact Strong English comprehension and a good command of grammar PREFERRED-Previous experience in a telephonic or personal customer contact position LUXRetail store/field experience BACKGROUND CHECK REQUIREMENTS: Candidates can start pending as long as the criminal screenings have cleared. • Social Security Number Verification • Education HS diploma not required as long as they have relevant work exp. Please let the contractors know they will need a HS diploma/equivalent to convert to a perm employee. • Employment Verification (standard handling is 3 attempts over 3 days) (Years of Employment History (All Employers), for the last 5 yrs, up to 3 searches) • Statewide In Lieu of County Criminal (Felony and Separately Held Misdemeanor (primary and secondary court search)) (7 year residence history based on given address(es), up to 10 searches, up to 3 names, 7 yrs deep at courthouse) • Enhanced National Criminal Record File - Adjudicated Start Time: 12:00 AM Hours: 830a-5p or 9a-530p Location: CINCINNATI SERVICE CENTER 4000 LUXOTTICA PL MASON OH 45040 Education: dditional Job Details: Department Costa/SGH Temps needed to be recruited 3 Start Date 9/29/2025 Training Window Dates 9/29-10/31 Training Hours Mon-Fri; 9a-530p Training Locations Virtual Department Staffing Hours Mon-Fri 830a-530p; Sat 9a-530p Agent shifts Shifts ranging from 830a-5p to 9a-530p M-F, with rotating Saturday. Will receive alternate day off during week when working Saturday Remote work; must meet Technical Requirements to work from home, ONLY submit candidates that can convert without a fee after 90 days. Agent must have a private area free of distractions (children, pets, television, etc.) Brand: Consumers MS TEAM or Phone interviews will be conducted. Do not submit candidates that have interviewed or worked in the NACC**Must meet Technical Requirements: Here's a list of requirements that will give everyone the best chance for success when recruiting, training and retaining remote associates. • The workspace should be free of outside distractions • Cables should be routed away from any walkway to avoid slip and fall hazard • Minimum internet speeds are 10 Megs download and 1 Meg upload (Instructions for Speed Test attached) • ********Connectivity to the local network is required to be via ethernet cord plugged directly into the internet router. Connection cannot be wireless***************** • The workstation should be near a wired internet connect (only 6 feet ethernet cord will be provided) • Must have a smart phone: Our remote connectivity security requires multi-factor authentication. The authentication requires the use of a smart phone app. • Only Luxottica provided hardware should be connected to the computer • Must be willing /able to come pick up equipment from the CSC and capable of setting it up at home. Equipment includes: cpu, monitor, mouse, keyboard, headset, power cord, monitor adaptor cord, 6 ft ethernet cord. **** Must be able to pick up equipment from Mason, OH - CSC * Able to work remotely with limited distractions and has an understanding of accountability and integrity. • Have a signed agreement between your agency and the contractor, to ensure they understand the LUX equipment must be returned in the same condition they received and, it should be returned within the week the contract ends. • Agencies will be billed $2,000 for missing equipment