STATEMENT OF PURPOSE: The Call Center Agent will be responsible for providing high-quality customer service assistance to inbound callers in a high-volume, multi-client call center. Call Center Agents will be responsible for accurate input and tracking of cases, verifying caller information, , and prompt dispatching of inquiries to appropriate parties, utilizing all available resources.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Adhere to the Privacy Act as it relates to the confidentiality of information gathered and released;
- Complete program training, as warranted, and successfully implement that knowledge in day-to-day operations;
- Determine the appropriate call types and course of action based on nature of the call;
- Gather information from caller and other resources as needed for problem-solving, processing, and dispatching;
- Navigate between multiple systems and input data;
- Determine and assign priority level of customer call and utilize all tools available to assist customers;
- Continually maintain up-to-date knowledge of policies and procedures;
- Any other duties as deemed necessary by supervisor.
QUALIFICATIONS:
- High School diploma or equivalent required;
- Must be able to speak English clearly and professionally;
- 1 to 2 years call center experience preferred;
- 1 to 2 years customer service experience required;
- Bilingual English/Spanish a plus;
- Must have intermediate computer skills;
- Ability to multitask and navigate through multiple data screens;
- Must be able to problem-solve and relay information;
- Must have excellent communication skill.
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
- 10 days paid vacation
- 12 paid holidays
- 6 sick days accrued over the year
- Insurance Eligibility the 1st of the month after 30 days of employment
- Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
- Short/long term disability
- Life insurance 2x salary
- Employee recognition events
- Company matched 401(k) plan
- Reasonably priced delicious food options on site (except at Glenview location)
The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
