Customer Service Representative, Tier 1

LCI • Durham, NC

10d • Hybrid

About The Position

The Customer Service Representative, Tier 1 performs daily customer service functions. The role supports customers and partners, helps the department meet service goals and service level agreements, processes incoming orders, tracks and issues credits for returns, and responds professionally to customer requests and complaints received by email and phone. The representative maintains accurate records, uses reference materials to resolve inquiries, assists with team projects, and protects 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.

Requirements

• High school graduate with additional training in customer service 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, with basic computer skills.
• Ability to multitask and use multiple computer programs at the same time.
• Excellent interpersonal and verbal and written communication skills when dealing with customers, vendors, company divisions, coworkers, and management.
• Demonstrated proficiency with Microsoft Office, especially Excel.
• Customer-focused, with active listening, critical thinking, problem-solving, and reading comprehension skills to resolve issues effectively.
• Strong time management and prioritization skills.
• If applicable, demonstrated proficiency with assistive technology, including JAWS and/or ZoomText for visual adaptation.

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.

Benefits

• Basic life insurance at no cost to the employee.
• 401(k) with match and surplus-sharing plans.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Ten paid holidays annually.
• Paid time off (PTO).
• On-site health and wellness program.
• Employee Assistance Program (EAP).
• Competitive salary and compensation.
• Upward mobility and the opportunity to be rewarded through hard work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED