Customer Care Representative

Title:                        Customer Care Representative

Department:           Customer Care

Location:                 1826 Claiborne Avenue, Shreveport, LA

Wage Category:     Non-Exempt

Report To:              Senior Director, Customer Services and Sales                                

Overview: The Customer Service Representative manages customer interactions via email and telephone by providing product information, resolving complaints, processing orders, and maintaining detailed records. This role requires strong communication and problem-solving skills and the ability to maintain a positive, customer-focused attitude while working across internal departments to meet customer needs. The representative ensures a high level of customer satisfaction by responding promptly and efficiently, organizing workflow, and maintaining accurate customer databases. This position also contributes to sales by upselling and cross-selling products and services.

Duties include but are not limited to:

Customer Interaction and Communication

• Communicate professionally with customers via email and telephone.
• Maintain a positive attitude when responding to customer inquiries and complaints.
• Follow up with clients to ensure satisfaction and encourage repeat business.
• Provide pricing, delivery information, and product details to customers.
• Direct unresolved requests and issues to the appropriate personnel.
• Escalate customer concerns to management when necessary.

Order Processing and Account Management

• Set up and maintain new and existing customer accounts.
• Provide accurate quotes and process customer orders efficiently.
• Organize workflow to meet customer timeframes and ensure prompt service.
• Maintain and update customer databases with current information.

Reporting and Record Keeping

• Keep detailed records of customer interactions, transactions, inquiries, comments, and complaints.
• Prepare product and customer reports based on data gathered during customer interactions.

Internal Coordination

• Communicate and coordinate with internal departments to resolve customer issues and fulfill orders.
• Share feedback from customers to assist in improving products and services.

Other Responsibilities

• Become knowledgeable about the Louisiana Association for the Blind (L.A.B.) products and services.
• Perform other related duties as assigned to support team operations.

Key Competencies:

• Strong interpersonal and active listening skills.
• Excellent verbal and written communication skills.
• Ability to analyze and solve problems effectively.
• High attention to detail and accuracy.
• Strong customer service orientation.
• Adaptability and a proactive, self-starting attitude.

• High School Diploma or equivalent.
• Knowle