Remote
Overview
Position Type
Full Time
Travel Percentage
None
Category
Contact Center
Description
Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.
We seek a Bilingual Customer Care Professional responsible for providing first-class customer service and completing all necessary data appropriately, accurately, and thoroughly. This position provides customer satisfaction to internal and external customers and strives to improve service delivery continuously. The Customer Care Professional will abide by our Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.
Essential Job Requirements:
- Answer the telephone courteously and professionally, responding to calls, emails, etc., using customer-oriented etiquette
- Identify customers' needs, clarify information, research every issue, and provide solutions
- Handle and resolve customer questions and issues. Escalate to the next level if needed.
- Maintain and record proper and accurate documentation of all activities
- Maintain monthly performance expectations such as Average Calls Answered, Average Talk Time, Customer Satisfaction scores, and any other phone metric requirements
- Adhere to company and department policies and procedures
- Minimize call avoidance, disconnects, not ready, and away from desk statuses
- Maintain customer confidentiality at all times, following regulations
- Treat customers and staff with courtesy, sensitivity, and respect
- Arrive to work on time, including from breaks, and be ready to work your schedule
- Adhere to the Lighthouse Works dress code and maintain a professional and hygienic appearance
- Attend required meetings and participate on committees as requested
- Perform other duties as assigned
Education:
- High school diploma or equivalent required. Some business classes, vocational/technical training preferred
Experience:
- Previous experience working in a call center environment preferred
Demonstrated Knowledge and Skills:
- Ability to maintain an atmosphere conducive to customer-friendly relations by providing memorable, courteous, friendly, and prompt customer service
- Fluency in both English & Spanish, both verbal & written
- Ability to show courtesy and respect to all customers
- Ability to be a team player
- Ability to complete multiple tasks in a fast-paced environment
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
- Ability to resolve issues of conflict tactfully and professionally and to effectively diffuse irate callers
- Ability to type 35 words per minute (WPM) and have some knowledge of Microsoft applications
Physical Demands:
- Lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
- Extended periods of oral communication
- Hearing verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
- Speaking understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
- Extended periods at a keyboard or workstation
- Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
- Follow non-technical/technical directions
- Work under a tight deadline and have the ability to handle frequent changes in procedures
- Making decisions with varying amounts of guidance
- Frequent placing & turning motions, such as sorting, filing, and retrieving
- Infrequent twisting or bending at the waist or reaching overhead
Requirements:
- Must pass Level II background check
- Ability to work flexible hours as needed
Qualifications
Education:
- High school diploma or equivalent required. Some business classes, vocational/technical training preferred
Experience:
- Previous experience working in a call center environment preferred
Demonstrated Knowledge and Skills:
- Ability to maintain an atmosphere conducive to customer-friendly relations by providing memorable, courteous, friendly, and prompt customer service
- Fluency in both English & Spanish, both verbal & written
- Ability to show courtesy and respect to all customers
- Ability to be a team player
- Ability to complete multiple tasks in a fast-paced environment
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
- Ability to resolve issues of conflict tactfully and professionally and to effectively diffuse irate callers
- Ability to type 35 words per minute (WPM) and have some knowledge of Microsoft applications
Physical Demands:
- Lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
- Extended periods of oral communication
- Hearing verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
- Speaking understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
- Extended periods at a keyboard or workstation
- Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
- Follow non-technical/technical directions
- Work under a tight deadline and have the ability to handle frequent changes in procedures
- Making decisions with varying amounts of guidance
- Frequent placing & turning motions, such as sorting, filing, and retrieving
- Infrequent twisting or bending at the waist or reaching overhead
