The customer service department has gone entirely downhill. I worked here last summer and it was nothing but fun and good vibes from everyone around. A few of the most important and loved management found better opportunities elsewhere, and the entire department has fallen apart since. Completely understaffed and overworking their staff. Half of leadership is new outside hires who haven’t been fully trained up because internal hires were not impressed with leadership pay. Because of the leadership also being understaffed, reps are left without help for long periods of time but get audited for not replying to the customer when they dont have an answer for them yet because theyre waiting for help. They have not received any raises to accommodate new costs of living despite all taking on a higher workload due to being understaffed. Most of the representatives still there have been very upset for the past several months as the job is completely mentally draining them. Representatives are given new rules without warning that impact auditing scores, which then can impact if you are allowed to work from home. Training is not provided on how to handle email tickets, which everyone is expected to do, which again impacts scores that can get you sent back in office. Any time someone speaks up about their feelings of how things have been running, they are either ignored and pushed aside or are framed as difficult employees. The Maui Jim website is extremely not user friendly despite it being a luxury company, which leads to extremely escalated interactions with customers. This makes the experience hard not only for employees, but the customers as well.
