Manager, Customer Service

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Manager, Customer Service 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 Responsible for providing quality and efficient customer service to customers through the daily management of a customer service team including hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem-solving.

Additionally, responsible for assisting managers with the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward / recognition programs.

LOCATION AND SCHEDULE Durham, NC- Hybrid Monday-Friday 7 : 30 AM 4 PM KEY RESPONSIBILITIES Ensure employees have appropriate training and other resources to perform their jobs.

Direct supervision of them. QUALIFICATIONS

• High School Graduate with additional documented training in Computer Science or minimum of two year equivalent work experience in specific field.
• Must be skilled in computer systems and demonstrate the ability to communicate to a variety of audiences.
• Superior interpersonal skills in dealing with employees, internal and external customers. Must be skilled in computer systems.

Must have supervisory experience.

• Proven leadership experience, superior interpersonal skills, ability to develop and motivate team, problem solving abilities, ability to provide and support a vision and direction.
• Provide daily direction and communication to employees that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Assist manager with daily operation of call center to include the development, analyses, and implementation of staffing, training, telemarketing, scheduling and reward recognition programs.

Work as a member / leader of special or on-going projects that are important to area / process improvement.

• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Enter new products and adjust pricing into Mas 200.
• Approve PO receipts on Mas 200.
• Assist with eCommerce center questions, PO’s, and additional projects as assigned.
• Respond to and resolve employee relations issues expressed by team members; create and maintain a high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and / or performance problems according to company policy.
• Prepare disciplinary paperwork and communicate effectively with employees on performance issues to enable improvement and make effective & appropriate decisions relative to corrective action as required.

Collaborate with Human Resources.

• Other duties as assigned. 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)