Job Description:

Build What Matters

At Lee Company, our mission is to create a workplace where all employees can thrive – professionally and personally.

We take the time to invest in our employees, so they can build what matters most to them: a career they love, financial security, a healthy life, the sense of belonging or a way to give back to the community.

If you want competitive pay and benefits, plus an opportunity to realize your dreams and reach your full potential, join our winning team and start building what matters to you. 

Check out our careers page: http://www.leecompany.com/careers/ 

Summary of Job:

The Customer Service Representative (CSR) will provide World Class Customer Service to Lee Company’s external and internal customers. Be part of a front-line team answering phone calls/emails from customers and technicians in a professional, and timely manner. Escalate any customer issues to their leadership with a sense of urgency.

Interact with facility service staff daily to provide an optimal level of support and communication. Develop and maintain strong professional working relationships with other team members. A deep understanding of Lee Company’s culture and mission is vital to the success of this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES: (include but are not limited to)

• Ensures all external and internal customers receive World Class customer service required by Lee Company


• Serves as a representative of Lee Company to all external customers


• Books service calls accurately, efficiently, and effectively


• Responds timely to all email correspondence


• Assists in scheduling all planned service calls


• Assist in confirming calls scheduled prior to the current day


• Maintain an acceptable Quality Assurance score monthly


• Maintain acceptable Attendance record


• Previous work experience in: call center, customer service, home improvement, or dispatching center


• Candidate must be available to work flexible or unusual hours as needed, including weekends


• Must be able to work with minimum supervision and possess strong organizational skills and attention to detail


• Candidate should possess good oral and written communications skills, both with co-workers and over the telephone with outside and company associates


• Position requires use of calculators, personal computers, telephones and other office equipment


• All other duties as assigned by Lee Company Facilities management

Education and Experience:

• 2 + years of relevant and proven high-quality customer service experience


• Experience in a high-volume call center environment preferred


• High School Diploma or equivalent

Skills and Abilities:

• High level interpersonal communication skills, both verbal and written


• Critical thinking and analytical reasoning


• Ethical decision making


• Initiative, Adaptability, Detail Driven


• Ability to work individually or within the group dynamic


• Basic office equipment operation abilities (computers, telephones, calculators, copiers and fax machines, postage machines, etc.)


• Computer skills (MS Office, Internet and Intranet navigation, Web-based platforms)

PHYSICAL DEMANDS/WORKING CONDITIONS: 

The physical activities described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations.

Individuals in an office-based position will encounter ambient room temperatures, fluorescent lighting, and will be expected to operate traditional office equipment as found in any typical office environment. Individuals may need to sit at a desk or table for long periods of time. An office worker may also be expected to spend long hours in front of a computer screen. A person in this position can be expected to reach over shoulder heights; crouch or stoop below the waist; experience repetitive wrist, hand, or finger movement; occasionally lift up to 25 pounds depending on the position.

Lee Company is proud to be an Equal Employment Opportunity and Affirmative Action employer.  We do not discriminate on the basis of race, color, religion, gender, age, national origin, veteran status, disability, genetic information or testing, or family and medical leave.

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