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 Supervisor, Customer Service provide daily, generalized oversight for customer service operations including process development, basic AXAPTA operations, quality review, KPI analysis, new employee training, and other responsibilities as assigned.

LOCATION AND SCHEDULE

Durham, NC- Hybrid

Monday-Friday 7: 30 AM – 4 PM

KEY RESPONSIBILITIES

• Provides general leadership oversight for other customer service representatives.
• Responsible for all customer service functions.
• Responsible for accurate customer service operations.
• Ensures requests from customers are worked within 24 hour time period.
• Review open order reports daily and take appropriate measures.
• Responsible for following all corporate safety and cleanliness guidelines.
• Ability to train new CSRs on the above responsibilities.
• Review and understand basic customer service reports.
• Delegate and assign tasks to subordinates
• Weekly coaching and feedback provided for customer service team
• Interact with internal departments to ensure the best customer experience
• Daily evaluation of customer service processes and provide improvement when necessary
• Other duties as assigned.

QUALIFICATIONS

• High school education required
• 2 years’ experience in customer service lead/management or relevant supervisor and development training.
• Professional verbal and written skills are required.
• Ability to successfully communicate and train employees is critical.
• Ability to convey information throughout the chain of command is essential.
• Proficient in Outlook and intermediate Excel Skills required

Why LCI?

• Purpose-driven company driven by principles, not profit
• Reach your highest potential: upward mobility, rewarded through hard work
• Competitive salary and compensation
• Basic Life Insurance at no cost to the employee
• 401(k) with match and Surplus-Sharing Plans
• Health, Dental, and Vision Insurance
• Ten paid holidays annually
• Paid Time Off (PTO)
• On-site Health and Wellness program
• Employee Assistance Program (EAP)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)