Maui Jim - Peoria, IL
posted 4 months ago
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. The major function of this position is to resolve issues and customer inquiries to the customer's satisfaction. This role involves providing professional and accurate service for escalated calls regarding sunglass products and services, acting as a resource to team members by coaching, monitoring, and fielding questions. The primary responsibilities and essential duties of this position include exhibiting and maintaining exceptional customer service skills and a proactive customer-focused attitude. You will be responsible for providing internal and external customers with 100% satisfaction, offering daily direction, communication, and guidance to employees to ensure customer requests are addressed in a timely, efficient, and knowledgeable manner. Additionally, you will assist in the development and implementation of new training materials, maintain and enhance existing training materials as needed, and become proficient with our digital service platform, Zendesk. You will troubleshoot basic system issues with the DSR team and provide feedback to supervisors and admins on system performance and potential issues/improvements. Your role will also involve aggregating feedback and data regarding the website and our customer journey on it. Providing team support and leadership by being the first line of contact for employee concerns and feedback is crucial. You will communicate and escalate any issues that deserve the attention of your manager, such as behavior, attendance, and quality. Maintaining a presence in the department by keeping open communication with representatives and acting as a resource for questions and/or concerns is essential. Identifying and presenting potential system, process, and workflow improvements to enhance team efficiency and customer experience will be part of your responsibilities. You will participate in call monitoring to identify areas of development for existing representatives and assist in delivering feedback. Working closely with your supervisor/manager to plan effective call coverage, material flow, quality standards, and operating procedures is also expected. You will collaborate with the manager to identify trends and emerging issues and proactively look for ways to improve the overall representatives' experience. Additionally, you will participate in the selection of candidates and play an active role in training and onboarding new customer service representatives. Providing feedback to the manager and participating in monthly discussions with representatives regarding adherence, call monitor scores, and other development areas will be part of your duties. You may also be required to back up/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 supervisors and/or managers if necessary. Acting 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 is crucial. You will perform other work-related tasks as requested or required.