Customer Service Lead (1st Shift)

Maui Jim Sunglasses • Peoria, IL

2d

About The Position

Kering Eyewear, part of the global luxury group Kering, designs, develops, manufactures, and distributes eyewear across a portfolio of iconic and proprietary brands. At Maui Jim, the role is part of an inclusive, collaborative, high-touch work environment that values its ‘Ohana and emphasizes leadership development and customer service.

The Customer Service Lead resolves customer issues and inquiries to the customer’s satisfaction and provides professional, accurate service for escalated calls about sunglass products and services. The Lead also serves as a resource for team members by coaching them, monitoring performance, and answering questions. The position is paid $21.50 per hour and works the first shift, 6:30 AM to 3:00 PM, Monday through Friday.

The role provides day-to-day direction and guidance to customer service employees, supports training and onboarding, monitors calls, and works with supervisors and managers on coverage, quality, procedures, and team development. It also helps troubleshoot and improve service systems and workflows, supports escalated customer interactions, and may back up production positions as needed.

Requirements

• High school graduation and at least 2 years of customer service experience.
• At least 1 year of experience as a Maui Jim Customer Service Representative.
• Ability to work flexible shifts.
• Ability to coach and motivate others positively.
• Excellent communication skills.
• Detail, problem-solving, and logic skills.
• Pleasant personality.
• Ability to teach others.

Nice To Haves

• Training experience is preferred.
• Three years of work experience in a customer service department and/or ophthalmic-related industry, with training experience, is preferred as equivalent experience in lieu of education.
• At least 1 year of experience as a Maui Jim Customer Service Representative is also stated in the equivalent-experience pathway.

Responsibilities

• Resolve customer issues and inquiries to the customer’s satisfaction, including escalated calls about sunglass products and services.
• Maintain exceptional customer service and a proactive customer-focused attitude, providing internal and external customers with satisfaction.
• Provide daily direction, communication, and guidance to employees so customer requests are handled in a timely, efficient, and knowledgeable manner.
• Assist with developing and implementing new training materials and maintaining or enhancing existing materials.
• Become proficient with Zendesk; troubleshoot basic system issues with the DSR team and provide feedback on system performance and potential improvements.
• Help aggregate feedback and data about the website and customer journey.
• Support and lead the team as a first point of contact for employee concerns and feedback.
• Communicate and escalate issues requiring a manager’s attention, including behavior, attendance, and quality concerns.
• Maintain an active presence in the department, communicate with representatives, and serve as a resource for questions and concerns.
• Identify and present potential system, process, and workflow improvements to enhance team efficiency and the customer experience.
• Participate in call monitoring, identify development opportunities, and assist in delivering feedback to representatives.
• Work with the supervisor or manager to plan call coverage, material flow, quality standards, and operating procedures.
• Work with the manager to identify trends and emerging issues and find ways to improve the representative experience.
• Participate in candidate selection and help train and onboard new customer service representatives.
• Provide feedback to the manager and participate in monthly representative discussions about adherence, call-monitor scores, and development areas.
• Back up or support production positions as needed.
• Take ownership of escalated calls, maintain customer satisfaction, respond appropriately to difficult calls, and refer calls to a supervisor or manager when necessary.
• Model company policies and procedures, respect for coworkers, support for diversity, professionalism, and an Aloha environment.
• Perform other work-related tasks as requested or required.

Benefits

• Low insurance premiums on medical, dental, and vision coverage.
• Flexible Spending Accounts.
• Health Savings Accounts with company match.
• Short-term and long-term disability coverage.
• Voluntary critical illness and accident coverages.
• Tuition reimbursement.
• Paid paternity and maternity leave.
• Paid time off.
• Paid holidays.
• Company-paid Life and AD&D insurance.
• Voluntary Life and AD&D insurance.
• 401(k) match.
• Paid bereavement.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED