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Customer Service Representative

Maui Jim

Maui Jim

Customer Service
Remote
Posted on Friday, January 19, 2024

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 inquiries from our customers in a timely, courteous, and efficient manner.

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.

Other Duties:

  • Project a professional image to our customers.

  • Perform other work related tasks as requested or required.

Our team members work in a shift environment that includes varying hours, including nights and weekends. Schedules may change periodically. Below is a list of our current available shifts:

Available Shifts:

  • 10:30 AM - 7:00 PM Monday, Tuesday, Wednesday and 7:30 AM - 4:00 PM Saturday/Sunday

  • 10:30 AM - 7:00 PM Monday, Wednesday, Friday and 7:30 AM - 4:00 PM Saturday/Sunday

  • 10:30 AM - 7:00 PM Monday, Wednesday, Thursday and 7:30 AM - 4:00 PM Saturday/Sunday

  • 10:30 AM - 7:00 PM Monday, Thursday, Friday and 7:30 AM - 4:00 PM Saturday/Sunday

  • 10:30 AM - 7:00 PM Monday, Tuesday, Friday and 7:30 AM - 4:00 PM Saturday/Sunday

With our Peoria based workforce temporarily working remote, we are offering some of our new employees the same opportunity. Currently, the Customer Service team works a rotation of 2 weeks remote and 1 week in office. The rotation schedule is subject to change based on business needs. To be eligible for temporary remote work, you must live within 60 miles of Maui Jim Sunglasses for training and support purposes. Additional requirements will be reviewed at the time of interview.

Our Customer Service Representatives start at an hourly wage of $17.00. Additionally, you will also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks is our Aloha culture work environment.

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:

Special Language Requirement (If Applicable):