Rx Customer Service Lead

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

• 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.

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.

• 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.

1st Shift (United States of America)

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 our Aloha culture work environment.

• 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.