Optical Support Specialist

Requisition ID: 889609 
Position:Full-Time

Total Rewards: Benefits/Incentive Information

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.

Our portfolio of more than 150 renowned brands span various categories, from frames, lenses and instruments to brick and mortar and digital distribution as well as mid-range to premium segments. Our Shared Services Team, accompany and enable others within the EssilorLuxottica collective to achieve their targets. They keep people and projects running smoothly, ensuring every part of our business is provided for and well taken care of.

Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!

GENERAL FUNCTION:

The Optical Support Specialist (OSS) serves as an advanced support resource within the customer service framework. Positioned at a critical point in the organization's operational structure, the OSS provides expertise in resolving complex inquiries related to lens recommendations, lab orders, and Work-In-Progress management. This role requires a deep understanding of optical products, lab workflows, and a strong ability to collaborate across departments including Level 1 support agents, labs, franchisees, and key accounts.

MAJOR DUTIES AND RESPONSIBILITIES

• Serve as the main point of contact for key accounts, ensuring timely product and service delivery.
• Maintain accurate records of escalations, resolutions, and communication for process improvement.
• Oversee escalated lab order issues, stagnations, and system visibility concerns.
• Coordinate with labs and franchisees to identify and resolve issues with work-in-progress jobs.
• Support the Pearle Vision Franchises Help Chat by tracking issues and solutions for future reference.
• Develop and maintain long-term strategic relationships with key accounts.
• Responsible for answering Help Chat questions from front office agents, providing guidance on products, processes, and order management.
• Collaborate with internal teams to drive resolution and customer satisfaction.
• Take proactive steps in identifying potential order delays and initiating solutions.

BASIC QUALIFICATIONS

• High school diploma or equivalent
• Registered in a state licensure optical program (where applicable) or equivalent schooling
• 5+ years of optical experience

PREFERRED QUALIFICATIONS

• Experience in customer service, lab operations, or key account management
• Proficiency in customer support platforms is a plus
• Strong verbal and written communication skills
• Analytical ability to identify problems and implement effective solution
• Proven ability to work independently and adapt to a dynamic environment
• Weekend rotation availability required

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 HRCompliance@luxotticaretail.com. 
  
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.