Rx Customer Service Supervisor

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: 

This role is crucial in driving customer satisfaction, employee retention, and operational efficiency within the RX Customer Service department. The RX Customer Service Supervisor provides daily leadership, coaching, and development to a team of customer service representatives, ensuring performance standards are met and exceeded. This position works closely with the RX Customer Service Manager, contributing to day-to-day operations, fostering a positive work environment, and implementing process improvements.

Schedule: Monday – Friday, 11:00 a.m. - 7:30 p.m.

Salary Range: $56,000 - $65,000

Essential Duties:

• Provide daily coaching, mentoring, and performance feedback to direct reports, fostering professional growth and development. Recognize and reward employee achievements.

• Conduct regular contact monitoring to ensure adherence to quality standards, contact integrity, and proper communication etiquette. Provide real-time coaching and feedback to improve performance. Complete performance reviews, providing constructive feedback and contributing to individual development plans.

• Continuously identify opportunities for improvement in departmental functions, focusing on enhancing customer satisfaction, employee satisfaction, and operational efficiency. Recommend and implement process changes to achieve these goals.

• Leverage expertise in customer service programs to guide the team in exceeding business expectations and providing exceptional customer service. Resolve complex customer escalations, balancing company policy with customer needs. Serve as a primary point of contact and escalation resource for RX leads and customer service representatives.

• Collaborate with training and HR to maintain accurate and up-to-date training materials. Oversee the onboarding and training of new employees, ensuring they are equipped with the necessary knowledge and skills. Evaluate and follow up on new hire training effectiveness. Participate in the interview process for agent and lead positions.

• Maintain current knowledge of products, services, policies, and procedures. Communicate new information to the team promptly and effectively, ensuring consistent handling of customer interactions. Collaborate with Training and HR to maintain accurate reference materials.

• Assist the RX Customer Service Manager with daily operations and contribute to the development and implementation of quality improvement programs to enhance customer satisfaction, productivity, and service levels. Provide direct customer support during peak periods.

As a guide, indicated below is the preferred education and experience for this position: 

• High school or equivalent required, 2 years college preferred

• Minimum 3 years supervisory experience.

• 2+ years Optical experience preferred

Listed below are the skills preferred for this position: 

• Aloha Spirit 

• Team-player 

• Ability to lead a team 

• Outstanding Customer Service Skills 

• Ability to work independently 

• Ability to take initiative and generate creative solutions in a fast-paced environment 

• Dependable, responsible, reliable, high integrity 

• Excellent verbal and written communication skills 

• Microsoft experience, including Microsoft Excel and Word