Customer Service Representative, Tier 1

LCI Brand•Durham, NC

8d•Hybrid

About The Position

LCI’s mission is to provide meaningful employment for people who are blind or visually impaired. The organization employs people who are blind, creates and distributes products through manufacturing, retail, nationwide distribution, and e-commerce, provides products to the federal government, and supports philanthropic efforts for blindness research and treatment. The Customer Service Representative, Tier 1 performs daily customer service functions. This is a hybrid position in Durham, North Carolina, with a Monday–Friday schedule from 7:30 AM to 4:00 PM. The role processes orders, supports customers and partners, manages calls and emails, tracks customer returns and credits, maintains accurate records, and assists with departmental projects and service goals.

Requirements

High school graduate 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, and basic computer skills.
Ability to multitask and use multiple computer programs at the same time.
Excellent verbal and written interpersonal and communication skills 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.
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 the Manager or Supervisor.