Kering Eyewear
Luxury Eyewear
RxCustomerServiceLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Rx Customer Service Lead at Kering Eyewear. Skills: Customer service, Team leadership. Resolve issues and customer inquiries. Provide professional and accurate service”
What You'll Achieve.
Customer satisfaction
Industry & Context.
Problem-solving skills; Logic skills
What They're Looking For.
Must Have
2 years customer service experience, 1 year experience as Maui Jim Customer Service Rep
Nice to Have
Training experience, Three years of work experience in a Customer Service Department, Ophthalmic related industry experience, Ability to work flexible shifts, Ability to coach/motivate others, Pleasant personality
What You'll Do.
Resolve issues and customer inquiries
Provide professional and accurate service
Act as a resource to team members
Field questions from team members
Exhibit and maintain exceptional customer service skills
Maintain proactive customer focused attitude
Provide external and internal customers with 100% satisfaction
Provide daily direction
communication and guidance to employees
Ensure customer requests are addressed
Assist in development and implementation of new training
Maintain and enhance existing training materials
Provide team support and leadership
Be the first line of contact for employee
Communicate and escalate issues to Manager/Supervisor
Maintain a presence in the department
Keep open communication with representatives
Act as a resource for questions and/or concerns
Identify and present potential system improvements
Identify and present potential process improvements
Identify and present potential workflow improvements
Enhance team efficiency
Enhance customer experience
Participate in call monitoring
Identify areas of development for existing representatives
Assist in delivering feedback
Assist with Manager/Supervisor on adjustments of charges
Make decisions on financial adjustments
Work closely with Manager/Supervisor to plan effective call
Work closely with Manager/Supervisor to plan material flow
Work closely with Manager/Supervisor to plan quality standards
Work closely with Manager/Supervisor to plan operating procedures
Work with Manager/Supervisor to identify trends
Work with Manager/Supervisor to identify emerging issues
Proactively look for ways to improve representative’s experience
Provide feedback and coaching to improve agent’s performance
Assist Manager/Supervisor in providing timely and effective reporting
Provide effective reporting to associates of their performance
Backup any position in production
Support any position in production
Take ownership of escalated calls
Ensure customer satisfaction is maintained
Respond to difficult calls
Refer calls to Manager/Supervisor if necessary
Act as a role model for all employees
Uphold company policies and procedures
Demonstrate respect for co-workers
Encourage and supporting diversity
Present a professional image
Support an Aloha environment
Perform other work related tasks
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal customers; External customers; Team members; Manager/Supervisor
Communication Scope
Excellent communication skills
Full 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 the customer's satisfaction. Provide professional and accurate service for prescription sunglass products and services. Act as a resource to team members by coaching, monitoring, & fielding questions. **Hourly Rate of Pay:** $21.50 **Shift:** Monday - Friday, 11:00 AM - 7:30 PM **Essential Duties:** * Exhibit and maintain exceptional customer service skills and proactive customer focused attitude. Provide both external and internal customers with 100% satisfaction. * Provide daily direction, communication and guidance to employees to ensure customer requests are addressed in a timely, efficient and knowledgeable manner. * Assist in the developme
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