Customer Service Lead (1st Shift)

Maui Jim•Peoria, AZ

About The Position

The Customer Service Lead resolves customer issues and inquiries to the customer’s satisfaction, providing professional and accurate service for escalated calls about sunglass products and services. The role also serves as a resource for team members by coaching, monitoring, and answering questions. The position is scheduled for the first shift, 6:30 AM to 3:00 PM, Monday through Friday, at an hourly rate of $21.50. The Lead supports daily customer service operations by guiding employees, helping maintain customer satisfaction, improving training and service processes, and coordinating with supervisors and managers. The role may also provide backup support in production as needed. Maui Jim describes its work environment as inclusive, collaborative, and centered on its Aloha culture.

Requirements

High school graduate with 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.
Strong attention to detail, problem-solving, and logic skills.
Pleasant personality.
Ability to teach others.

Nice To Haves

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

Responsibilities

Maintain exceptional customer service skills and a proactive, customer-focused attitude, providing internal and external customers with 100% satisfaction.
Provide daily direction, communication, and guidance to employees so customer requests are handled in a timely, efficient, and knowledgeable manner.
Assist in developing and implementing new training materials and maintaining existing materials.
Become proficient with Zendesk, troubleshoot basic system issues with the DSR team, and share feedback about system performance and potential improvements with supervisors and administrators.
Help aggregate feedback and data about the website and customer journey.
Serve as a first point of contact for employee concerns and feedback, and escalate issues such as behavior, attendance, and quality when appropriate.
Maintain an accessible 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 increase team efficiency and improve customer experience.
Participate in call monitoring, identify development areas for representatives, and assist with delivering feedback.
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 seek 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 discussions with representatives about adherence, call-monitoring scores, and development areas.
Provide backup or support in production positions as needed.
Take ownership of escalated calls, address difficult calls appropriately, maintain customer satisfaction, and refer calls to a supervisor or manager when necessary.
Act as a role model by following company policies and procedures, respecting coworkers, supporting diversity, presenting a professional image, and fostering an Aloha environment.
Perform other work-related tasks as requested or required.