Customer Service Representative, Tier 1

LCI Brand•Durham, NC

5d•Hybrid

About The Position

The Customer Service Representative, Tier 1 performs daily customer service functions for LCI. The role supports customers and partners, helps the department meet customer service goals and service level agreements, and processes orders and customer returns. It also involves managing customer communications, maintaining accurate service records, resolving inquiries using reference materials, and assisting with team projects while protecting confidential customer and agency information. The position is hybrid in Durham, North Carolina, with a Monday–Friday schedule from 7:30 AM to 4:00 PM. LCI describes itself as a purpose-driven company focused on providing meaningful employment for people who are blind or visually impaired. Its activities include manufacturing and distributing products, serving the federal government, and supporting research into blindness and treatment for visual impairment.

Requirements

High school graduation with additional customer service training or one year of equivalent work experience.
Two years of experience in customer service, customer support, or a related field.
Proficiency with Windows 10 and the Chrome browser, along with basic computer skills.
Ability to multitask and use multiple computer programs at the same time.
Excellent interpersonal skills for communicating verbally and in writing with customers, vendors, company divisions, coworkers, and management.
Demonstrated proficiency with Microsoft Office, especially Excel.
Customer-focused approach and ability to actively listen and use critical thinking, problem-solving, and reading comprehension skills to resolve issues effectively.
Strong time-management and prioritization skills.
If applicable, demonstrated proficiency using assistive technology for visual adaptation, such as JAWS and/or ZoomText.

Responsibilities

Provide excellent customer service to customers and partners.
Assist the department in meeting customer service goals and service level agreements.
Process incoming orders for the department.
Track and issue credits for customer returns.
Answer and manage incoming emails and calls, responding professionally to customer requests and complaints.
Maintain accurate records of customer interactions and service.
Use reference materials to assist with and resolve inquiries.
Assist the team with projects.
Maintain strict confidentiality and privacy of customer and agency information.
Perform other duties as assigned by a manager or supervisor.