Job description
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.
If you would like to be part of an amazing adventure that is Maui Jim, check our current job openings and browse the site to learn more about our culture, benefits , and our Maui Jim 'Ohana! Aloha~
The major function of this position is:
Monitor and evaluate the quality of inbound and outbound telephone calls, chats, and emails for Maui Jim to ensure consistent and excellent customer service. Identify opportunities to improve service quality and efficiency and recommend changes to established processes/procedures.
The principle responsibilities and duties of this position are:
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Monitor and evaluate Customer Service Representatives’ interaction with customers to ensure a consistent message is delivered and processes are followed accurately and are in the best interest of the customer and Company.
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Assist in the calibration of the Customer Service and RX Customer Service grading systems to ensure alignment with department and Company expectations.
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Assist management team in the development of call monitoring formats and quality standards.
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Utilize quality monitoring data management system for compiling performance information at individual levels and delivering results and trend data to management team.
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Use quality assurance results and work reviews to provide data and actionable information to suggest improvements and enhancements to existing training programs.
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Coordinate and facilitate calibration sessions for customer service team.
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Create and maintain detailed reports based on call scoring, training trends, and overall team performance.
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Provide analysis on internal and external quality reports for management staff review.
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Provide back up support as Customer Service Representative and field inbound calls, emails or chats as required.
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Perform other work related tasks as requested or required.
Hours: Monday - Friday, 8:30 AM - 5:00 PM
Desired Qualifications:
As a guide, indicated below is the preferred education and experience for this position:
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High School graduate. 1 or more years of customer service experience.
In lieu of education, the following equivalent experience is preferred:
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Three years of work experience in a Customer Service Department and or ophthalmic related industry.
Listed below are the particular skills preferred for this position:
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Strong knowledge of Maui Jim and Customer Care processes, procedures and standards.
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Ability to work independently
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Excellent oral, written and interpersonal communication skills.
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Exceptional listening and analytical skills.
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Some technical skills required: Basic Microsoft Office
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Demonstrated ability to work well in a team environment.
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Exceptional customer service skills.
Work Shift:
1st Shift (United States of America)
Special Language Requirement (If Applicable):
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