Customer Service Representative, Tier 1

LCI; Durham (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Life Insurance

401k match

Health insurance

Dental insurance

Vision insurance

Paid holidays

PTO

Wellness program

EAP

Job summary

LCI in Durham, NC seeks a customer service professional to perform daily customer service functions and support department goals. The role operates Monday through Friday, 7:30 AM to 4 PM, with responsibilities including processing orders, handling inquiries, and maintaining records.

The ideal candidate will have at least a high school diploma with customer service training or equivalent experience, two years in customer service, strong communication skills, and proficiency in Microsoft Office,

Qualifications

• High School diploma with customer service training or 1 year of equivalent experience.
• Two years of experience in customer service, customer support, or related field.
• Able to multitask and use multiple computer programs simultaneously.
• Excellent interpersonal skills in dealing with customers, vendors, and staff, both verbally and in writing.
• Proficiency with Microsoft Office, especially Excel.
• Customer-focused with strong listening, problem-solving, and reading comprehension skills.
• Strong time management and prioritization skills.
• Assistive technology (JAWS or ZoomText) proficiency if applicable.

Responsibilities

• Provide excellent customer service to customers and partners.
• Assist department in meeting customer service goals and SLAs.
• Process incoming orders for the department.
• Track and issue credits for customer returns.
• Answer and manage emails and calls professionally.
• Maintain accurate records of customer interactions and service.
• Utilize reference materials to resolve inquiries.
• Assist the team with projects.
• Maintain confidentiality and privacy of customer and agency information.
• All other duties as assigned by Manager or Supervisor.

Skills

Customer service

Multitasking

Excel

Communication

Time management

Education

High School diploma

Customer service training

Tools

JAWS

ZoomText

Microsoft Office

Job description

The mission of LCI is to provide meaningful employment for the blind and visually impaired. We accomplish this in four ways:

• EMPLOY: We are one of the largest employers of people who are blind, creating meaningful careers and lasting skills that transform their lives.
• BUILD: We create over 2,000 products and distribute thousands more through manufacturing, retail, nationwide distribution, and e-commerce channels.
• SERVE: Many of our products are sold directly to the federal government. We were pioneers of "base supply centers," stores on military bases that employ the blind and visually impaired and provide mission-critical supplies to our nation’s military.
• SUPPORT: We want to end blindness forever. To that end, we engage in philanthropic efforts for research into blindness and treatment for the visually impaired.

ABOUT THIS ROLE

Perform daily customer service functions.

LOCATION AND SCHEDULE

Monday-Friday 7:30 AM - 4 PM

KEY RESPONSIBILITIES

• Provide excellent customer service to customers and partners.
• Assist department in meeting customer service goals and service level agreements.
• Processing incoming orders for the department.
• Track and issue credits for customer returns.
• Answer and manage incoming emails and calls while being able to respond to customer requests and/or complaints in a professional manner.
• Maintain accurate records of customer interactions and service.
• Utilize reference materials to assist and resolve any inquiries.
• Assist the team with projects.
• Maintain the strictest confidentiality and privacy of customer and agency information.
• All other duties as assigned by Manager or Supervisor.

QUALIFICATIONS

• High School graduate with additional training in customer service or one-year equivalent work experience.
• Two years of experience in customer service, customer support, or a related field.
• Able to multitask and use multiple computer programs at the same time.
• Excellent interpersonal skills in dealing with and communicating with customers, vendors, company divisions, co-workers and management, verbally and in writing.
• Demonstrated proficiency with Microsoft Office skills, especially Excel.
• Customer-focused with the ability to actively listen, utilize critical thinking, problem-solving and reading comprehension skills to effectively resolve issues.
• Strong time management and prioritization skills.
• If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation.

Why LCI?

• Purpose-driven company driven by principles, not profit
• Reach your highest potential: upward mobility, rewarded through hard work
• Competitive salary and compensation
• Basic Life Insurance at no cost to the employee
• 401(k) with match and Surplus-Sharing Plans
• Health, Dental, and Vision Insurance
• Ten paid holidays annually
• Paid Time Off (PTO)
• On-site Health and Wellness program
• Employee Assistance Program (EAP)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.