Customer Service Representative

Description

Job Summary:

The Customer Service Representative serves as the primary point of contact for Lighthouse Louisiana customers, delivering exceptional service by providing accurate information, resolving issues, and ensuring a positive customer experience. This role is critical in building lasting relationships and fostering trust through effective communication and responsiveness. As a frontline team member, the Customer Service Representative works closely with internal departments to ensure seamless operations, share knowledge, and stay informed about Lighthouse Louisiana’s products and services. A strong emphasis is placed on relationship building, teamwork, and maintaining a customer-first mindset to support the organization’s mission and values.

JOB RESPONSIBILITIES

The Customer Service Representative will be responsible for the following core job duties:

• Identify and assess customer needs to ensure high levels of satisfaction, resolving issues and complaints with professionalism and efficiency.
• Provide accurate, complete, and timely information to customers in a courteous and professional manner.
• Represent Lighthouse Louisiana positively at all times, building strong, trust-based relationships with customers.
• Accurately enter customer data and order information into Lighthouse systems, communicate internally supportive information.
• Process all incoming customer purchase orders (email, phone, mail, or walk-in) promptly and accurately.
• Manage a high volume of incoming calls and ensure all inquiries are addressed in a timely fashion.
• Take and manage orders, provide price quotes and product availability, and offer updates on order status, including shipment tracking and delivery estimates.
• Regularly update customer profiles, contacts, specifications, and address information in the database. Proactively interact with customers to anticipate needs and address potential issues before they arise.
• Understand and apply Lighthouse’s pricing structure and purchasing channels to provide accurate information tailored to each customer group.
• Serve as a subject matter expert on Lighthouse products by maintaining current knowledge and researching solutions to customer inquiries when needed.
• Coordinate with production, shipping, and warehouse teams to ensure timely order fulfillment and delivery.
• Gather and report on customer feedback and proactively suggest improvements to products or internal procedures.
• Support the Sales department with maintaining and submitting essentially the same product research & cost analysis.
• Perform other duties and support tasks assigned by the supervisor.

JOB QUALIFICATIONS & REQUIREMENTS

1. Education: High School / GED required.
2. Special Knowledge/Skills: Excellent verbal and written communication skills; competent in the Microsoft Office Suite. NetSuite experience a plus.
3. Experience: 1-2 years’ customer service-related experience preferred. Customer call center and State use experience is a plus.
4. Supervisory Responsibility: 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 reasonable accommodation. Able to manage all self-care needs and activities of daily living as required to support successful employment, with or without reasonable accommodation.
6. Personality Traits: Work independently, detail oriented, creative, responsible, and self-motivated.
7. Working Conditions: Inside office setting.
8. Work Schedule: Full Time, regular working hours Monday-Friday.
9. Background Check and Drug Testing required: Employment is contingent upon satisfactory results.

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.

Accomplishments in these areas of responsibility will be the basis of the employee’s evaluation, continuation of employment, and change in compensation.