Customer Care Professional
Job Details
Entry
Lighthouse Works - Orlando, FL
N/A
Full Time
High School
$11.00 - $13.50 Hourly
Undisclosed
Undisclosed
Contact Center
Basic Functions

Lighthouse Works has full time or part time opportunities for onsite and remote Customer Care Professionals to work in our Contact Center. Lighthouse Works operates as a subsidiary of Lighthouse Central Florida and is affiliated with the National Industries for the Blind (NIB)-the nation's largest employment resource for people who are blind. Lighthouse Works is a social enterprise non-profit, which means its business exist to forward and fund our mission of living, learning and earning with vision loss.

Basic Function: Responsible for providing first class customer service and ensures that all necessary data is completed properly, accurately, and thoroughly. Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery. Abide by our Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment and Excellence.

 

Job Duties and Essential Responsibilities:

  • Treat customers and staff with courtesy, sensitivity and respect
  • Maintain customer confidentiality
  • Adhere to policies and procedures
  • Arrive to post on time and ready to work assigned hours
  • Adhere to the Lighthouse Works dress code and maintain a professional appearance
  • Attend required meetings and participate on committees as requested
  • Answer the telephone in a courteous and professional manner (telephone calls, emails, etc.) using customer-oriented etiquette
  • Provide “warm” transfers (ensure transferred call recipient is notified of caller’s name, reason for call, etc.) for external and internal callers, when not forwarding to a queue
  • Maintain proper and accurate documentations of all activities
  • Maintain minimum monthly performance expectations such as: Average Calls Answered, Average Talk Time, Customer Satisfaction scores; and any other phone metric requirements
  • Maintain customer confidentiality at all times in accordance with HIPPA regulations
  • Perform other duties as assigned
Qualifications

Demonstrated Knowledge and Skills:             

  • Ability to maintain an atmosphere conducive to customer friendly relations by providing memorable, courteous, friendly and prompt customer service
  • Bilingual (English/Spanish) communications skills helpful
  • Ability to show courtesy and respect to all customers
  • Ability to be a team player
  • Ability to multiple task 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 in a tactful and professional manner and to effectively diffuse irate callers
  • Ability to type 35 words per minute (WPM) and have some knowledge of Microsoft applications

 

Requirements:

  • Must pass Level II background check
  • Ability to work flexible hours as needed
  • Attend four to six weeks of training

Education

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

 

Experience:

  •  Previous experience working in a call center environment preferred. Training time varies depending on contract.

 

It is the policy of Lighthouse Works, Inc. not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Lighthouse Works, Inc. to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

 

If you are interested in applying for employment and need special assistance or accommodation to apply for a posted position, contact Human Resources via phone at 407-898-2483 or contact us via email at jobs@lcf-fl.org.

 

 

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