Description

Summary: The Customer Service Representative (CSR) reports to the Director of Business Development and Service Contracts. This position acts as a liaison between the Lighthouse and its customers. The position is responsible for providing assistance, support, and solutions to Lighthouse customers’ inquiries, concerns, and issues. The CSR plays a vital role in maintaining customer satisfaction and fostering positive relationships with all the broad range of Lighthouse customers. This position is the frontline representative for the Lighthouse Sales Department, interacting with other departments to promote a team atmosphere and foster solutions for issues that may require collaborative efforts. The CSR ensures our customers’ needs are taken care of according to the Lighthouse’s standards and company policies.

JOB RESPONSIBILITIES:

1. Provide exceptional customer assistance and support by responding efficiently, accurately, and courteously to all customer transactions. 

2. Represent Lighthouse in a professional and positive manner in all direct interactions and communications with customers.

3. Responsible for processing a large quantity of data entry work. Accurately process incoming orders received by e-mail, telephone, mail, or walk-in customers. 

4. Handle a high volume of customer phone calls. Provide customer service by taking orders, quote pricing and availability, and provide status on pending orders, along with ship dates and pro numbers as needed.

5. Maintain electronic files of customer PO’s and processed sales orders.

6. Update and maintain customer/contact/address data base files.

7. Understanding of all product lines and customer base.

8. Become familiar with all customers purchasing channels and Lighthouse’s pricing structure. Be able to quickly differentiate between customer groups to provide accurate information during customer interactions.

9. Become a subject matter expert by maintaining current and comprehensive knowledge of products and researching, when appropriate, to offer solutions to customer's inquiries.

10. Confers with production, shipping, and warehouse to expedite orders. 

11. Obtain customer feedback whenever possible and present ideas to the team on how to improve existing products and procedures.

12. Flexibility to support other initiatives as needed from time to time to include volunteering to support Envision sponsored events.

13. Other duties may be assigned.

Requirements

JOB QUALIFICATIONS & REQUIREMENTS:

1. Education: Minimum high school diploma.
2. Special Knowledge or Skills: Excellent verbal communication and written skills, ability to make cold calls on business and government agencies, competent in Word, Excel, ability to work independently and exceptional customer service experience.
3. Experience: 2 years business to business customer service experience. Customer call center experience is a plus.
4. Supervisory Responsibilities: None.
5. Physical: Ability to effectively perform specified duties. Able to travel throughout the facility to safely and effectively manage all work responsibilities, breaks, and emergency evacuations, with or without a reasonable accommodation. 
6. Personality Traits: Work independently, detail oriented, creative, responsible and self-motivated.
7. Working Conditions: Inside office setting.
8. Work Schedule: 20 hours a week/part-time, Monday-Friday.

This job description does not imply that these are the only duties to be performed. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon request by his/her supervisor.