Web- Customer Care Representative II Customer Care Centralia

As a Web-Based Customer Care Representative II, you will be in an advanced digital support role responsible for processing and supporting order submissions from the website, D2D sales, and customer self-help. This role ensures order accuracy and contributes to process implementation and improvements. An individual in this position supports web team members and collaborates with Order Management and sales teams with the intent of providing the best customer experience.

They also contribute to planning, preparation, and escalations related to MDU (Multi-Dwelling Unit) and D2D sales. This role requires accuracy, cross-team coordination, and the ability to provide guidance and support to Web-Based sales activity.

• Reporting & Communication: Review reports and provide updates that ensure clarity and visibility across teams
• Auditing & Accuracy: Check account information and documentation for correctness and compliance
• Specialized Support: Provide support for customer requests that require additional attention or expertise across digital and phone channels
• Collaboration & Process Improvement: Partner with internal teams to improve workflows, resolve issues, and enhance customer experiences
• Team Support & Guidance: Act as a resource for colleagues by sharing knowledge, offering guidance, and supporting training efforts

• Reviews reports accurately and provides timely updates for visibility and decision-making
• Ensures consistent communication to team members and leadership regarding installs and customer needs
• Provides specialized support for requests with minimal supervisor involvement
• Acts as a reliable resource and mentor for Web-Based CSR I colleagues
• Contributing to and developing a performance and results oriented culture
• Behaviors that are aligned with and strengthen company values

• High school diploma or equivalent required;
  Associate's degree preferred
• 3+ years of customer service or administrative support experience (telecom/tech preferred)
• Experience with reporting, auditing, and customer support
• Familiarity with CRM, CMS, and reporting tools (iVue, Actifai, Smart Hub, Microsoft Office, etc.)
• Strong written and verbal communication skills
• Strong analytical skills to resolve customer service issues and order discrepancies
• Openness to learning new tools, processes, and systems as company operations evolve

• Detail-Oriented: Maintains high accuracy in reviewing information and documentation
• Customer-Centric: Provides professional and empathetic support to create positive experiences
• Analytical: Applies problem-solving skills when reviewing reports or addressing order discrepancies
• Collaborative: Works effectively across departments, including sales and operations
• Leadership-Minded: Provides peer guidance and supports training without formal supervisory authority

• Occasional overtime or weekend work may be required during peak times

• Ability to work in an office environment – sitting, standing, walking, typing, and viewing computer screens for extended periods of time

• This hourly position pays $20.80-$26.30
• 401K + Matching
• Medical, Dental, Vision, and Life Insurance
• 4 Weeks Paid Time off per year (prorated and accrued)
• 10 Paid Holidays per year
• Access to Employee Assistance Program

Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.