Lead, Customer Service

2 months ago

Peoria, United States Maui Jim Full time
At Maui Jim, you can expect, a unique culture, a well-known brand, and the opportunity to grow with a company that has a great reputation. We offer an inclusive, collaborative and "high touch" work environment that values the members of our 'Ohana. We work hard to develop our leaders who in turn develop their team members to reach their full potential, and we are committed to building a team that focuses on solid customer service.

If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana Aloha~

The major function of this position is:

Revolve issues and customer inquiries to the customer's satisfaction. Provide professional and accurate service for escalated calls regarding sunglass products and services. Act as a resource to team members by coaching, monitoring & fielding questions.

The primary responsibilities and essential duties of this position are:
  • Exhibit and maintain exceptional customer service skills and proactive customer focused attitude. Provide internal and external customer with 100% satisfaction.
  • Provide daily direction, communication, and guidance to employees to ensure customer requests are addressed in a timely, efficient, and knowledgeable manner.
  • Assist in the development and implementation of new training materials. Maintain and enhance existing training materials as needed.
  • Become proficient with our digital service platform, Zendesk. Trouble shoot basic system issues with the DSR team and provide feedback to Supervisor and Admins on the system performance and potential issues/improvements. Assist in aggregating feedback and data that will be passed on regarding the website and our customer journey on it.
  • Provide team support and leadership by being the first line of contact for employee concerns and feedback.
  • Communicate and escalate any issues you feel deserve the attention of your manager, ie. Behavior, attendance, and quality.
  • Maintain a presence in the department by keeping open communication with representatives and act as a resource for questions and/or concerns.
  • Identify and present potential system, process, and work flow improvements to enhance team efficiency and customer experience.
  • Participate in call monitoring to identify areas of development for existing representatives and assist in delivering feedback.
  • Work closely with supervisor/manager to plan effective call coverage, material flow, quality standards and operating procedures.
  • Work with the manager to identify trends and emerging issues and proactively look for ways to improve the overall representatives experience.
  • Participate in the selection of candidates and play an active role in training and on boarding new customer service representatives.
  • Provide feedback to manager and participate in monthly discussions with representatives regarding adherence, call monitor scores and other development areas.
  • Backup/support any position in production as needed.
  • Take ownership of escalated calls and ensure that customer satisfaction is maintained by appropriately responding to difficult calls and referring calls to supervisor and/or manager if necessary.
  • Act as a role model for all employees, upholding company policies and procedures, demonstrating respect for co-workers, encouraging and supporting diversity, presenting a professional image, and supporting an Aloha environment at all times.
  • Perform other work related tasks as requested or required.
Hours: 12:30 PM - 9:00 PM (Monday through Friday)

Desired Qualifications:

As a guide, indicated below is the preferred education and experience for this position:
  • High School graduate, with a minimum of 2 years customer service experience is required. Minimum of 1 year experience as Maui Jim Customer Service Rep. Training experience is preferred.
In lieu of education, the following equivalent experience is preferred:
  • Three years of work experience in a Customer Service Department and or ophthalmic related industry with training experience. Minimum of 1 year experience as Maui Jim Customer Service Rep. Training experience is preferred.
Listed below are the particular skills preferred for this position:
  • Ability to work flexible shifts.
  • Ability to coach/motivate others in a positive manner.
  • Excellent communication skills.
  • Detail, problem-solving and logic skills.
  • Pleasant personality.
  • Ability to teach others.


Work Shift:
2nd Shift (United States of America)

Special Language Requirement (If Applicable):

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