PTS Customer Service Representative

Description:

Job Summary: The Customer Service Representative (CSR) serves as the primary point of contact for both internal and external customers of Lighthouse Louisiana for specified campaigns within the Pathways to Success Department. The CSR handles inbound and outbound calls on behalf of Lighthouse Louisiana and its partner programs, addresses customer inquiries or concerns efficiently, and ensures a positive experience with every interaction. As a front-line team member, the CSR plays a critical part in building trust and fostering positive relationships with customers. This role requires excellent communication skills, patience, and a strong commitment to delivering outstanding customer service that reflects the values and mission of Lighthouse Louisiana.

JOB RESPONSIBILITIES

• Promptly and professionally respond to incoming calls, emails, and messages from internal and external customers.
• Initiate outbound calls as needed to support contact center operations.
• Provide accurate, courteous, and solution-oriented assistance using active listening and clear communication.
• Take ownership of customer inquiries from start to resolution, escalating complex issues when necessary.
• Accurately document all customer interactions in the service system in a timely manner.
• Navigate multiple systems and use available resources to resolve inquiries efficiently.
• Maintain confidentiality and adhere to company policies and customer privacy standards.
• Stay calm, empathetic, and respectful, even in high-pressure or emotionally charged situations.
• Participate in team meetings, ongoing training, and coaching to enhance service skills and product knowledge.
• Support team goals by collaborating with colleagues and sharing best practices.
• Meet or exceed key performance indicators such as response times, resolution quality, and customer satisfaction.
• Perform other duties as assigned to support department and organizational goals.

Requirements:

JOB QUALIFICATIONS & REQUIREMENTS

• Education: High school diploma or equivalent required.
• Special Knowledge/Skills: Strong communication skills with the ability to interact respectfully and effectively with diverse populations. Ability to maintain focus in a fast-paced environment. Proficiency in basic computer systems and Microsoft applications is required. Demonstrated ability to handle challenging situations with patience and professionalism. Strong problem-solving skills and the ability to work both independently and collaboratively within a team.
• Experience: Hospitality industry (Hotel, Restaurant, etc.) call center or customer service experience preferred.
• Physical: Ability to sit and work at a computer for extended periods, with strong manual dexterity for computer input. Comfortable speaking on the phone for much of the workday. Must be detail-oriented and able to proofread and check documents for accuracy in a fast-paced environment. Regularly uses a video display terminal to receive or review data.
• Personality Traits: Friendly, approachable, and client focused. Adaptable and resilient with a positive attitude. Detail-oriented with strong organizational skills. Capable of preserving confidential and sensitive information. Committed to the mission of Lighthouse Louisiana and passionate about delivering exceptional customer service.
• Working Conditions: Requires working at a computer terminal for the entire workday.
• Work Schedule: Full time or part time. Work schedule may vary depending on campaigns.
• Background Check and Drug Testing Required: Employment is contingent upon satisfactory results.

This job description does not imply that these are the only duties to be performed. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon request by his/her supervisor.