Lead, Customer Service Representative

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

The Lead, Customer Service Representative is responsible for ensuring that all customer needs are promptly addressed by responding to requests, orders, inquiries and concerns in a timely and accurate manner, while exercising the highest level of customer service and quality.

In addition, the Lead, Customer Service Representative actively provides feedback and direction to the Customer Service Representatives consistent with the coaching provided by the Customer Service Supervisor.

LOCATION AND SCHEDULE

Durham, NC- Hybrid

Monday-Friday 7:30 AM – 4 PM

KEY RESPONSIBILITIES


* Serves customers through a variety of mediums including but not limited to telephone, emails, web-forms, web chats, and in-person.


* Responds to customer inquiries and questions according to outlined procedures.


* Handles customer complaints using outlined procedures.


* Troubleshoots problems with customers according to outlined procedures.


* Provides excellent customer service to customers with a high degree of product and service knowledge to meet standards and goals specified by clients.


* Assist with training, tracking, and providing feedback to management.


* Communicate issues and roadblocks to management, relating to systems, customers, and peers


* Run and interpret reporting to identify strengths and weaknesses.


* Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture


* Assist the team with internal projects and assignments.


* Execute work under time constraints and meet key performance indicators (KPIs)


* Maintaining customer database ensuring information is current.


* Navigate and gather information from multiple websites and documents at the same time.


* Performs other relevant duties as assigned.

QUALIFICATIONS


* Minimum of 2-4 years previous customer service or call center experience required.


* Experience in a previous customer service position; customer service training preferred.


* High School diploma or GED equivalent


* Excel...