Customer Service Representative

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

Shift Differential: Additional $2.00/hr.
Available Shifts: 12:30 PM – 9:00 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)

Pay: $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Work Location: Hybrid remote in Peoria, IL 61615