Customer Service Liaison
2 weeks ago
Job Summary:
The Customer Service Representative plays a vital role in maintaining customer satisfaction and fostering positive relationships with Lighthouse customers. This position acts as a liaison between the Lighthouse and its customers, providing assistance, support, and solutions to customer inquiries, concerns, and issues.
Key Responsibilities:
- Provide exceptional customer assistance and support by responding efficiently, accurately, and courteously to all customer transactions.
- Represent Lighthouse in a professional and positive manner in all direct interactions and communications with customers.
- Process a large quantity of data entry work, accurately processing incoming orders received by email, telephone, mail, or walk-in customers.
- Handle a high volume of customer phone calls, providing customer service by taking orders, quoting pricing and availability, and providing status on pending orders.
- Maintain electronic files of customer POs and processed sales orders.
- Update and maintain customer/contact/address database files.
- Understand all product lines and customer base, becoming familiar with all customers' purchasing channels and Lighthouse's pricing structure.
- Become a subject matter expert by maintaining current and comprehensive knowledge of products and researching, when appropriate, to offer solutions to customer inquiries.
- Confer with production, shipping, and warehouse to expedite orders.
- Obtain customer feedback and present ideas to the team on how to improve existing products and procedures.
- Support other initiatives as needed, including volunteering to support Envision sponsored events.
Requirements:
- Education: Minimum high school diploma.
- 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.
- Experience: 2+ years business-to-business customer service experience. Customer call center experience is a plus.
- Supervisory Responsibilities: None.
- 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.
- Personality Traits: Work independently, detail-oriented, creative, responsible, and self-motivated.
- Working Conditions: Inside office setting.
- Work Schedule: 20 hours a week/part-time, Monday-Friday.
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