Customer Care Professional Bilingual-Creole

Our promise to you:

The Lighthouse Core Values are the very foundation on which we operate. These values are who we are and who we continually aspire to be:  Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.

The community you'll be caring for

Lighthouse Works is a mission-driven, values-based organization that provides creative, competitive, and integrated employment opportunities for blind and visually impaired working-aged individuals. Our business lines deliver high-quality value to customers while at the same time creating exciting career opportunities for candidates who are visually impaired or blind. This position is an integral part of our Contact Center Services Team.

Our Customer Care Professionals are responsible for providing first-class customer service and completing all necessary data appropriately, accurately, and thoroughly.

Location

• Remote: Monday–Friday 8:00 am – 5:00 pm

Campaign

• APD

Compensation

• $12.00 - $14.50 per hour

The value you'll bring to the team

• Answers the telephone courteously and professionally, responding to calls, emails, etc., using customer-oriented etiquette
• Identifies customers' needs, clarifies information, researches every issue, and provides solutions.
• Handles and resolves customer questions and issues. Escalate to the next level if needed.
• Maintains and records proper and accurate documentation of all activities
• Maintains monthly performance expectations such as Average Calls Answered, Average Talk Time, Customer Satisfaction scores, and any other phone metric requirements
• Adheres to company and department policies and procedures.

Minimum Qualifications

• High school diploma or equivalent required
• Bilingual Creole communications skills
• Must pass Level II background check

Preferred Qualifications

• Some business classes, vocation/technical
• Previous experience working in a call center environment

Qualifications

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred

Experience:

• 1+ Years’ experience in a customer service position.
• Previous experience in a call center environment preferred.

Demonstrated Knowledge and Skills:

• Fluent in English and Creole – both conversational and written required
• Excellent communication and interpersonal skills.
• Strong ability to listen, identify customer needs, and recommend appropriate solutions.
• Basic understanding of sales techniques and the ability to engage in soft sales (offering additional services or products).
• Proficiency in handling multiple tasks in a fast-paced environment.
• Ability to work independently and as part of a team.
• Basic computer skills, including experience with Microsoft Office and CRM systems.

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