Customer Service Representative

Job description

Kering Eyewear, part of the global Luxury group Kering, is the most relevant player in the Luxury Eyewear market segment. We design, develop, manufacture, and distribute eyewear that blends creativity, innovation, and quality. Our portfolio spans a wide range of iconic brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, Puma, and our proprietary brands LINDBERG, Maui Jim, and Zeal Optics. By combining industry expertise with a commitment to sustainability, we help our brands redefine design and craft eyewear that captivates consumers worldwide. 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: To answer incoming telephone, chat, and email inquiries from our customers in a timely, courteous, and efficient manner. Hourly Rate of Pay: $18.50 Available Shifts: 10:30 AM to 7:00 PM (Monday through Friday) Hybrid Schedule: Successful completion of 90 day probationary period, eligibility to work 1 day remotely. In order of importance, the principle responsibilities and duties of this position are: Continually seek improvement in every aspect of the position. Perform better today than yesterday. Serve as the first point of contact to respond professionally and courteously to general and routine customer inquiries, requests and complaints requiring routine decisions with limited number of alternatives offered to customer. Follow scripts or templates to respond to customer inquiries verbally and/or in writing with some deviation and adaptation of response as needed. Utilize Company training materials to gather information and execute Company policies and procedures. Successfully complete training to be familiar with Maui Jim product as well customer service systems, processes and policies. Professionally communicate with internal and external customers regarding repair process, repair status, order entry, order status, billing information, shipping and tracking of orders for accounts. Knowledgeable on when and how to utilize email stationary to professionally communicate with customers and communicate web issues. Key in orders and information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner Ability to utilize all required software systems to proficiently provide customer care to all internal and external customers. Consistently maintain performance that meet or exceed Maui Jim standards in monitoring, adherence, and training. Remain open-minded and positive when taking suggestions from Leads & Supervisors. Perform all other tasks as required. Other Duties: Project a professional image to our customers. Perform other work-related tasks as requested or required. Desired Qualifications: As a guide, indicated below is the preferred education and experience for this position: High School graduate with one year of college. 1 – 2 years of customer service experience. 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. Listed below are the particular skills preferred for this position: Excellent communication skills. Detail, problem-solving and logic skills. Type 20-30 wpm Pleasant personality. Flexible with schedule Team player. Quick learner. Work Shift: Mid Shift (United States of America) Special Language Requirement (If Applicable): 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. Benefits Included: 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.