Customer Service Representative, Tier 1

LCI; United States; Hybrid; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

On-site Health and Wellness program

Ten paid holidays annually

PTO

Job summary

LCI is seeking a detail-oriented Customer Service Associate to perform daily service functions in a hybrid role based in Durham, NC. You will handle orders, respond to inquiries, process returns and credits, and support the team in meeting service level goals.

Ideal candidates have strong communication, proficiency with Windows and browser tools, and a commitment to confidentiality and accuracy in handling customer information.

Qualifications

• High School graduate with customer service experience.
• Two years of experience in customer service or related field.
• Proficient with Windows 10 and Chrome browser.

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.
• Assist the team with projects.

Skills

Customer service

multitasking

Excel

Microsoft Office

Communication

Problem solving

Data entry

Tools

Windows 10

Chrome browser

Job description

ABOUT LCI

• 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

Hybrid - Durham, NC

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.
• Must be proficient with Windows 10 and the Chrome browser and have basic computer skills.
• 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)