Customer Service Representative, Tier 1

LCI - Durham, NC

Full-time - Entry Level

Hybrid - Durham, NC

Furniture and Related Product Manufacturing

About the position

The Customer Service position in Durham is responsible for performing daily customer service functions. The role involves providing excellent customer service to customers and partners, assisting the department in meeting customer service goals and service level agreements, processing incoming orders, tracking and issuing credits for customer returns, and managing incoming emails and calls. The employee will maintain accurate records of customer interactions, utilize reference materials to resolve inquiries, assist the team with projects, and maintain confidentiality of customer information. Additional duties may be assigned by the Manager or Supervisor.

Responsibilities

• Provide excellent customer service to customers and partners.
• Assist 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 professionally.
• Maintain accurate records of customer interactions and service.
• Utilize reference materials to assist and resolve inquiries.
• Assist the team with projects.
• Maintain confidentiality and privacy of customer and agency information.
• Perform other duties as assigned by Manager or Supervisor.

Requirements

• High School graduate with additional training in customer service or one-year equivalent work experience.
• Two years of experience in customer service, customer support, or a related field.
• Proficient with Windows 10 and the Chrome browser with basic computer skills.
• Ability to multitask and use multiple computer programs simultaneously.
• Excellent interpersonal skills for communication with customers, vendors, and co-workers, both verbally and in writing.
• Demonstrated proficiency with Microsoft Office skills, especially Excel.
• Customer-focused with critical thinking, problem-solving, and reading comprehension skills.
• Strong time management and prioritization skills.
• Proficiency in Assistive Technology (if applicable) such as JAWS and/or Zoom Text for visual adaptation.

Benefits

• Health Care Plan (Medical, Dental, and Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary, and AD&D)
• Paid Time Off (Vacation, Sick, and Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term and Long-Term Disability
• Training and Development
• Hybrid work schedule after training is completed