Associates degree in management, business administration or related field or equivalent combination of education and experience.
- Two or more years experience in a back-office support capacity (or similar position).
- Experience in Contact Center environment as a contact center agent or quality assurance agent a plus.
- Experience with telephony, reporting and queue management platforms is desirable.
Demonstrated Knowledge and Skills:
- Ability to supervise a fast-paced customer service environment.
- Ability to work under pressure and meet deadlines.
- Ability to lead teams through change and be flexible to new ideas.
- Must be a critical and analytical thinker.
- Positive and effective relationship building, leadership, and interpersonal skills.
- Ability to work with a variety of personalities and styles.
- Proficient in the Microsoft Office suite of software applicationsOutlook, Word, Excel and PowerPoint.
- Ability to communicate professionally, both orally and in writing with a service-oriented approach, sometimes under stressful circumstances.
- Fluency in Spanish a plus.
- Excellent communication skillsverbal and written.
- Ability to communicate in a clear, concise, understandable manner, and listen attentively to others.
- Ability to remain positive in all situations with difficult customers.
- Ability to adjust priorities and manage time wisely.
- Ability to gather data, monitor processes and seek continuous improvement opportunities.
- Typical office environment with infrequent lifting, carrying, pushing and/or pulling of objects and materials up to 20 lbs.
- Extended period of time at keyboard or workstation.
- Extended periods of oral communication.
- Frequent typing.
Must pass Level II background check.
For employees living with visual impairments, you must provide documentation from a 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 on 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 committed 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 veteran status, or disability.
All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.
The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.