Customer Service Partner

Description

Lancaster Bingo Company Job Description

JOB TITLE: Customer Service Partner

POSITION SUMMARY: Provides outstanding customer service to all LBC customers, partners, vendors, and employees. Greets guests as they enter the building and directs them to the proper location. Provides a variety of clerical duties to support the LBC business, including taking calls, processing orders, answering questions, following up on paperwork, preparing monthly customer statements, ordering office supplies, making travel arrangements, and tracking down information. Performs data entry, audit, and reconciliation of various databases.  Facilitates communication between all LBC parties to ensure information is shared appropriately and processes are followed and run smoothly. Accomplishes goals in accordance with company policies, procedures, and strategic objectives.  

ESSENTIAL JOB FUNCTIONS:

• Provides outstanding customer service to all LBC customers, partners, vendors, and employees.  Answers and responds to calls in a timely manner, research questions/issues, and communicates concerns and issues to appropriate LBC team members. Anticipates customer needs and responds to and resolves customer issues in a timely and professional manner. Builds and maintains strong relationships and ensures customer retention by providing ongoing and excellent customer service.  Escalates unresolved problems and/or issues to manager immediately.

• Greets and direct visitor, vendors, applicants, customers, and the general public. Ensures that all visitors to the building are correctly identified, sign the visitor log, and receive an identification badge before leaving the immediate area.

• Acts as point of contact for all LBC sales representatives in assigned territories. 

• Prepares, distributes, and receives the company mail.  Daily mail pick-up from mailbox located at the street.  Stamps, separates, and prepares mail for mailing, and distributes mail to staff mailboxes.  Responsible for operation and security of postage machine in front office.  

• Prepares monthly customer statements, including printing statements through NetSuite and Pitney Bowes software, using folding machine, ensuring, and submitting proper paperwork in USPS software, preparing for bulk mailings with proper postage, and deliver customer statements to the post office.

• Maintains, orders, and approves office supplies and concessions within established guidelines, ensuring an adequate supply is on hand and re-ordering when necessary. 

• Coordinates maintenance for all copiers, fax machines, postage machine. 

• Oversees company travel arrangements (including car rentals, hotels and air travel).

• Assists with clerical work such as filing, typing, copying, and data entry as assigned.  May assist or perform clerical work for other departments, as requested.

• Assists in tracking and filing information for new customers, orders and/or invoices. Performs mail merges and drafts correspondence to a variety of recipients, including LBC customers, vendors, and partners.  Copies information and marketing materials for LBC team members and distributes as needed.

• Performs data entry of new and changing information in multiple LBC databases. Reviews and reconciles databases to ensure information is current, accurate, and matches across all databases.  Researches, corrects, and communicates changes if necessary.

• Uses all available tools and resources to perform job duties, increase sales, and service customers. (i.e:  website, voicemail, email, marketing collateral, calendar functions, etc.) Checks email and voicemail and responds on a regular, consistent, and timely basis.

• Other related duties as assigned.

TRAVEL AND WORK SCHEDULE:

Position requires a regular work schedule Monday through Friday from 8:00 a.m. – 5:00 p.m. with a set lunch hour, with little to no overtime and/or travel. Regular and predictable attendance is an essential element of the job.

Requirements

MINIMUM QUALIFICATIONS FOR CONSIDERATION:

Required Education & Experience:

• High School diploma or equivalent

• Two years’ progressively responsible administrative/clerical work experience

• Must be proficient in Microsoft Office products including Word/Excel/Outlook

Desired Education & Experience:

• Some post-high school education

• Previous experience in a customer service, administrative assistant, or clerical position

Physical/Other Requirements:

• Must be 18 years of age or older

• Must pass a criminal background check

• Must possess a valid drivers’ license and a clean driving record

• Must be able to frequently lift and carry up to 10lbs.; occasionally up to 20lbs.

• Must have ability to sit for long periods of time and work in an office environment

REQUIRED SKILLS AND COMPETENCIES:

• Self-starter/self-motived; works well independently

• Strong communication, organization, and interpersonal skills

• Strong customer focus and follow-up skills

• Strong attention to detail

• Ability to use good judgments when handling new situations

• Ability to work as part of a team

• Demonstrated ability to positively interact with customers and coworkers

• Demonstrated ability to handle confidential information

• Demonstrated ability to successfully multi-task

• Ability to operate standard office equipment such as computer, copier, multi-line phone system and postage machine

FLSA STATUS: Non-exempt

Note: This description describes the essential job functions, general skills, requirements and competencies of the position. It does not list all functions for each responsibility within the job and the employee may be requested to perform other job related duties.

Revised: May 29, 2025