Frame Repairs Lead

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: Resolve issues and customer inquiries to deliver a premier customer experience. Provide professional and accurate service for escalated repair calls. Act as a resource to team members by coaching, monitoring & fielding questions. Hours: 11:30AM-8:00PM Pay: $21.50/Hour Essential Duties: Provide team leadership by being a role model for performance and morale. Work with Aloha. Provide team support as the first line of contact for employee inquiries, questions, and concerns. Communicate and escalate issues to the supervisor, as appropriate. Review repair tech completed evaluations, repairs, and customer interactions against department quality standards and provide feedback to team members on a regular basis. Resolve customer escalations to deliver a premier customer experience. Ensure a consistent high quality customer experience through resolution coaching and feedback to Repair Technicians. Work closely with repair supervisors on repair quality and quantity standards and assist with department turn time goals. Consistently identify and suggest ways to improve processes, eliminate problems, and maintain an Aloha work environment. Deliver training to new and existing employees to ensure all department standards are met. Serve as referral resource for customer service repair calls including problem resolution. Other Duties: Provide input on employee reviews with regard to quality and improvements and/or problem areas. 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 plus one year of college with a minimum 3.0/4.0 GPA. Minimum of 2 years sunglass repair experience required. In lieu of education, the following equivalent experience is preferred: Three years of work experience in a Customer Service Department and or sunglass repair related industry. Minimum of 1 year experience as Maui Jim Sunglass Repair Tech. Listed below are the particular skills preferred for this position: 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. Type 40 wpm. Special Physical Requirements: Ability to communicate in a variety of business settings. Ability to utilize a PC. Ability to utilize a variety of frames repair tools. Ability to work on a computer terminal. Ability to receive incoming/place outgoing phone calls. Work Shift: 2nd 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.