Lead, Customer Service

Maui Jim Sunglasses - Peoria, IL

Full-time - Entry Level

Peoria, IL

About the position

At Maui Jim, we pride ourselves on our unique culture and well-known brand, providing an opportunity for growth within a company that has a stellar reputation. Our work environment is inclusive, collaborative, and characterized by a 'high touch' approach that values every member of our 'Ohana'. We are dedicated to developing our leaders, who in turn nurture their team members to reach their full potential. Our commitment to exceptional customer service is paramount, and we are looking for individuals who share this passion. The primary function of the Lead, Customer Service position is to resolve issues and customer inquiries to ensure complete satisfaction. This role involves providing professional and accurate service for escalated calls regarding our sunglass products and services. As a leader, you will act as a resource for team members by coaching, monitoring, and fielding questions. You will be responsible for maintaining exceptional customer service skills and a proactive customer-focused attitude, ensuring that both internal and external customers receive 100% satisfaction. In this role, you will provide daily direction, communication, and guidance to employees, ensuring that customer requests are addressed in a timely, efficient, and knowledgeable manner. You will assist in the development and implementation of new training materials, as well as maintain and enhance existing training resources as needed. Proficiency with our digital service platform, Zendesk, is essential, as you will troubleshoot basic system issues and provide feedback on system performance and potential improvements. Additionally, you will aggregate feedback and data regarding our website and customer journey, support team members, and communicate any issues that require managerial attention. Your leadership will also involve identifying and presenting potential system, process, and workflow improvements to enhance team efficiency and customer experience. You will participate in call monitoring to identify areas for development among existing representatives and assist in delivering constructive feedback. Working closely with your supervisor or manager, you will plan effective call coverage, material flow, quality standards, and operating procedures. You will also play an active role in the selection and training of new customer service representatives, providing feedback and participating in monthly discussions regarding performance and development areas. As a role model, you will uphold company policies and procedures, demonstrate respect for co-workers, encourage diversity, and maintain a professional image while supporting an Aloha environment at all times. This position requires flexibility in working hours, with shifts scheduled from 12:30 PM to 9 PM on Monday, Tuesday, Wednesday, and Friday, and from 7:30 AM to 4 PM on Saturday.

Responsibilities

• Resolve 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, and fielding questions.
• Exhibit and maintain exceptional customer service skills and a proactive customer-focused attitude.
• Provide internal and external 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.
• Become proficient with our digital service platform, Zendesk.
• Troubleshoot basic system issues with the DSR team and provide feedback to Supervisor and Admins on system performance and potential issues/improvements.
• Assist in aggregating feedback and data regarding the website and customer journey.
• Provide team support and leadership by being the first line of contact for employee concerns and feedback.
• Communicate and escalate any issues deserving the attention of your manager, such as behavior, attendance, and quality.
• Maintain a presence in the department by keeping open communication with representatives and acting 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.
• 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 onboarding 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 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.

Requirements

• High School graduate with a minimum of 2 years customer service experience is required.
• Minimum of 1 year experience as a Maui Jim Customer Service Representative.
• Training experience is preferred.
• In lieu of education, three years of work experience in a Customer Service Department and/or ophthalmic related industry with training experience is preferred.

Nice-to-haves

• 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.

Benefits

• Inclusive and collaborative work environment.
• Opportunities for professional growth and development.