Customer Care Professional

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals in Central Florida. Lighthouse Works also exists to drive real business, for real customers, to support and grow the rehabilitation training at Lighthouse Central Florida.

We are seeking remote and onsite Customer Care Professionals who are responsible for providing first class customer service and ensures that all necessary data is completed properly, accurately, and thoroughly.  The Customer Care Professional will provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery and abide by our Lighthouse Core Values:  Servant Leadership, Inclusion, Collaboration, Empowerment and Excellence.

Essential Job Requirements:

• Answer the telephone in a courteous and professional manner responding to calls, emails, etc. using customer-oriented etiquette.
• Identify customer's needs, clarify information, research every issue and provide solutions.
• Handle and resolve customer questions and issues. Escalate to 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 in accordance with 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
• 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

Physical Demands:

• Lifting, carrying, pushing and/or pulling of objects and materials up to 10 lbs.
• Extended periods of oral communication
• Hearing verbal conversations with people of various ages, educational levels, cultural backgrounds in person/by telephone
• Speaking understandably to people of various ages, educational levels, cultural backgrounds in person/by telephone
• Extended periods of time 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 ability to handle frequent changes with 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

For employees living with visual impairments, you must provide documentation from physician of legal blindness. Legal blindness is defined as: “Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees.” These conditions are based under the federal Javits-Wagner-O’Day work program for legally blind individuals.

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has made a commitment to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and/or veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.