Customer Service Representative

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.