What are the responsibilities and job description for the Customer Service Representative, Tier 2 position at LCI Brand?
ABOUT LCI
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 five-year equivalent work experience.
- Five 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.
- Experience processing credits, returns, shortages, and damage claims.
- Experience using FreshDesk (or other ticketing system such as SalesForce or Zen Desk).
- Knowledge and understanding of logistics terminology.
- Excellent interpersonal skills in dealing with and communicating with customers, vendors, company divisions, co-workers and management.
- Demonstrated proficiency with Microsoft Office skills, especially Excel.
- Customer-focused with the ability to actively listen and 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)
