Rx Customer Service Lead
Maui Jim Sunglasses
Peoria, Illinois
Full-Time
$21
OfficeManager
Kering Eyewear, part of the global Luxury group Kering, is the most relevant player in the Luxury Eyewear market segment. We design, develop, manufacture, and distribute eyewear that blends creativity, innovation, and quality. Our portfolio spans a wide range of iconic brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, Puma, and our proprietary brands LINDBERG, Maui Jim, and Zeal Optics. By combining industry expertise with a commitment to sustainability, we help our brands redefine design and craft eyewear that captivates consumers worldwide.
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:
Resolve issues and customer inquiries to the customer's satisfaction. Provide professional and accurate service for prescription sunglass products and services. Act as a resource to team members by coaching, monitoring, & fielding questions.
Hourly Rate of Pay: $21.50
Shift: Monday - Friday, 11:00 AM - 7:30 PM
Essential Duties:
Exhibit and maintain exceptional customer service skills and proactive customer focused attitude. Provide both external and internal customers 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.
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 the Manager/Supervisor, i.e. behavior, attendance, quality, production etc.
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 workflow 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.
Assist with Manager/Supervisor on any adjustments of charges. Make decisions on financial adjustments.
Work closely with Manager/Supervisor to plan effective call coverage, material flow, quality standards and operating procedures.
Work with Manager/Supervisor to identify trends and emerging issues and proactively look for ways to improve the overall representative’s experience.
Provide feedback and coaching with the help and direction of the Manager/Supervisor to improve agent’s overall performance, i.e., Call reviews, Role playing, Active monitoring, Agent shadowing, Training activities, etc.
Assist the Manager/Supervisor in providing timely and effective reporting to associates of their performance. Backup/support any position in production as needed.
Take ownership of escalated calls and ensure that customer satisfaction is maintained appropriately by responding to difficult calls and referring calls to Manager/Supervisor 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 always supporting an Aloha environment.
Perform other work related tasks as requested or required.
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.
Work Shift:
1st Shift (United States of America)Special Language Requirement (If Applicable):
Salary is only one component of total compensation at Maui Jim! You will also gain an amazing benefits package. Rounding out our benefits and compensation is ourAloha culturework environment.
Benefits Included:
Low Insurance Premiums on Medical, Dental, and Vision
Flexible Spending Accounts
Health Savings Accounts (with Company Match)
Short Term and Long-Term Disability
Voluntary Critical Illness, and Accident Coverages
Tuition Reimbursement
Paid Paternity and Maternity Leave
Paid Time Off
Paid Holidays
Company Paid Life AD&D Insurance
Voluntary Life & AD&D Insurance
401K Match
Paid Bereavement
Employee Assistance Program
The benefits listed above apply to U.S. roles and may vary by state or country.
Compensation and benefits are determined based on several factors, including job level, market location, job-related knowledge and skills, individual performance, and experience. All plans are subject to eligibility requirements.