Join a Top-Notch Team and Help Drive a Positive Customer Service Experience, Even if You're New to the Optical Industry or Call Center Customer Service

If you combine a helpful, service-oriented approach with strong communication skills and the ability to thrive in a fast-paced, high-volume environment, the role of Customer Happiness Specialist offers you some compelling opportunities.

• Our Customer Happiness team is expanding due to business growth and we're adding two additional Customer Happiness Specialists.
• You'll join a strong team where you are empowered to take care of your customers. Calls are not time restricted and in most cases you'll be able to help your customer from beginning to end. The need to escalate calls is rare.
• Our model is unique. Customers can reach us via phone, email or live chat, and rather than siloing team members in one area, we rotate so that one day you might be handling calls and the next answering emails or live chats. We can promise you won't get bored.
• You'll support multiple high-visibility brands. We are continually introducing new products and launching new collections and will continually train you, so you're up to date with the latest products. 
• We've built a great environment with people who are caring, support one another and work well together. If that sounds like you, you'll fit right in. 
• You can showcase your potential to take on additional responsibilities at an established and stable company with more than a century of success.
• Enjoy a vibrant culture and passionate, service-oriented group along with the stability and resources of FGX International and our global parent company EssilorLuxottica -- the world's largest player in the eyewear industry.

FGX International, an Essilor company, is the world's leading designer and marketer of non-prescription reading glasses, optical frames and value priced sunglasses, with a portfolio of established, highly recognized eyewear brands including Foster Grant®, Sight Station®, Magnivision®, Gargoyles®, Corinne McCormack® and SolarShield®. FGXI is headquartered in Smithfield, Rhode Island.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Happiness Specialist opportunity, you will have:

• A high school diploma or GED equivalent  Quick question for you - click here
• Experience in a customer support environment preferred; any customer-facing experience combined with a friendly, helpful personality could also be a fit (e.g. retail, food and beverage, hospitality, etc.)  Quick question for you - click here
• Optical experience and/or familiarity with placing orders for prescription glasses preferred, but not required
• Excellent verbal and written communication skills with the ability to interact effectively over the phone, and via email and live chat; a warm, approachable, service-oriented phone presence 
• Strong computer skills including in-depth knowledge of the Internet; intermediate Google apps skills particularly with Gmail and Google Drive preferred
• Superior organizational and time management skills
• Ability to work and thrive in a busy, fast-paced environment
• Solid typing / keyboarding ability
• Bilingual skills are a plus, but not required

The ideal candidate will be available between the hours of 8:30 AM and 6 PM Monday through Friday, but candidates open to weekend hours will also be considered. We follow COVID protocols including temperature checks, masks, social distancing and enhanced cleaning to ensure the safety of our employees.  Quick question for you - click here

Reporting to a Pod Lead, as Customer Happiness Specialist, you will be responsible for providing customers a high level of front-line telephone, email, and chat support. You will work with our Kustomer omnichannel customer relationship management (CRM) software which will send calls and chats through a queue as specialists become available. Your interactions may include anything from order follow-up -- "where's my stuff" to warranty replacements/returns, website questions, order assistance and more. About 30% of your interactions will involve helping a customer complete an order.

Specifically, you will deliver:

• Telephone, email and live online support by: 
  • Evaluating customer needs and guiding customer product decisions, troubleshooting customer concerns and complaints and providing solutions, and placing customer orders. You'll implement the tone and voice of the company through an understanding of the company’s brand guidelines. 
• Brand-specific support by: 
  • Providing customer support through brand-specific channels. Contacting customers with out-of-stock items to offer alternative styles, and updating orders to reflect customer requests for changes before shipping. You will process returns and exchanges, and provide personalized outreach to customers through hand-written Thank You and Birthday cards.
• Special Projects by:
  • Coordinating customer support activities for new product and store launches, analyzing customer concern patterns to determine the course of action through to resolution, working cross-departmentally on occasion with task forces and committees. 

Volume can be high, ranging from 40-50 calls in an 8-hour shift, up to 100! You'll need to be comfortable with the pace. 

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Strong training
You will enjoy outstanding training and support at FGX, from great tools to strong mentorship to ongoing support. You bring a positive attitude and drive to learn and we'll ensure you have the training needed to succeed. 

Professional development
Because you will not be assigned to one type of customer interaction, you'll have the opportunity to cross-train across all functions. Of course, we'll also support you if you excel in one area, such as telephone support, and wish to spend most of your time there. At the same time, you will learn all the functions. 

Global market leadership
With worldwide brand recognition, international corporate locations, and sales spanning the globe, FGX International maintains a global presence and continues to expand into new locales. Our parent corporation, Essilor International, manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and Essilor products are worn by one billion people daily. Essilor's recent merger with Luxottica has created the world's largest player in the eyewear industry.

Excellent compensation
We offer a competitive hourly wage and attractive benefits, including comprehensive medical and dental care, life insurance and 401K programs, and the opportunity to work on some of the most famous brands in our industry.

Pictured: Making a difference in the lives of others is part of our daily focus at FGX International. We participate in a number of programs designed to provide support to organizations dedicated to improving our way of life, on a local and national level.

You'll join a friendly, goal-oriented team that loves to make work fun and rewarding. We support each other and always remain focused on the customer experience. We're looking for adaptable, reliable and flexible team members who do a great job of taking care of customers and can excel in a fast-paced environment. If you are someone who comes to work with a good attitude, a team-oriented mindset and the drive to think and learn every day, then you’ll find success here. In addition, to be an outstanding Customer Happiness Specialist, you will:

• Bring a proactive approach to learning and getting up to speed 
• Work independently and as a strong team member
• Meet and exceed our high standards in quality, service, attendance, etc.
• Achieve goals (key performance indicators) including customer survey scores and productivity benchmarks
• Take ownership of your responsibilities, but also know when to ask for help
• Manage multiple tasks and priorities effectively
• Remain flexible and adaptable as processes change
• Maintain a clean, orderly and safe workspace
• Bring a commitment to our mission and core values