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Maui Jim Sunglasses · 13 hours ago

Customer Service Supervisor

Peoria, IL

Full-time

Onsite

Mid Level

$56K/yr - $60K/yr

Maui Jim Sunglasses is part of the global Luxury group Kering and is known for its unique culture and commitment to customer service. The Customer Service Supervisor role involves leading a team to enhance customer satisfaction and employee performance through coaching, effective communication, and process improvements.

E-Commerce

Hiring Manager

Abegail Forbes

Responsibilities

Provides day-to-day leadership, coaching and development to direct reports

To continually seek improvement in every aspect of the position and departmental functions. Identify and solve problems, recommend and implement process improvements. Areas for improvement should be targeted at increasing customer satisfaction, employee satisfaction, and/or Maui Jim efficiency

Leverage knowledge of customer service programs to lead team to meet and exceed business expectations and provide the highest level of customer service

Provide guidance and support to team leads to ensure representatives are equipped with the necessary knowledge and skills needed to meet department standards

Maintain up-to-date knowledge of products, services, policies and procedures. Facilitate communication of new information to leads and CSRs in a timely manner, ensuring understanding and consistency of contact handling by all representatives

Provide on-going training and coaching to team regarding areas of opportunity; develop leads and representatives to their fullest potential to enhance career growth; recognizing and rewarding representatives for accomplishments

Perform contact monitoring to ensure adherence, contact integrity, and proper contact channel etiquette is being met. Provide in the moment coaching and guidance to representatives as needed to ensure contacts are handled with professionalism, empathy and accuracy

Coordinate and evaluate with lead trainers the training process of new employees. Ensure all training materials are in compliance and materials are accurately documented and maintained

Use discretion and independent judgment to resolve complex and escalated supervisor queue inquiries while maintaining a balance between Company policy and customer benefit

Serve as go-to person for leads and CSRs inquiries and questions. Serve as a referral resource for customer service contacts including problem resolution

Complete the performance review process by providing feedback and input on individual team members with assistance from the Manager

Assist in the development and implementation of quality improvement programs in order to increase customer satisfaction, drive productivity and improve service levels

Assist with customer contacts during extreme peak periods

Collaborate with Training and HR team to keep reference materials accurate and up-to-date

Evaluate and follow-up with the training of new employees. Interview potential candidates for vacant agent and lead positions

Perform other work-related tasks as requested or required

Qualification

Customer service programsCoachingDevelopmentPerformance managementProcess improvementTraining coordinationProblem resolutionEffective communicationTeam leadership

Required