Job Details: Position Type: Full Time, Education Level: High School, Salary Range: Undisclosed, Travel Percentage: None, Job Category: Contact Center, Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training. We seek a Customer Care Professional responsible for providing first-class customer service and completing all necessary data appropriately, accurately, and thoroughly. This position provides customer satisfaction to internal and external customers and strives to improve service delivery continuously. The Customer Care Professional will abide by our Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence. Essential Job Requirements: Answer the telephone courteously and professionally, responding to calls, emails, etc., using customer-oriented etiquette Identify customers' needs, clarify information, research every issue, and provide solutions Handle and resolve customer questions and issues. Escalate to the 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, following 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 complete multiple tasks 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 tactfully and professionally 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 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 Ability to work flexible hours as needed This position may require an employee to be legally blind to meet our State, Local, or Federal contractual obligations. The employee 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. Qualifications: 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 complete multiple tasks 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 tactfully and professionally 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 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 Ability to work flexible hours as needed This position may require an employee to be legally blind to meet our State, Local, or Federal contractual obligations. The employee 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. 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.