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Call Center Customer Service Representative
Part time work, full time also available as needed/desired.
BASIC FUNCTION: Under the supervision of the Call Center Manager, the Customer Service Representative is a contract-funded position that is subject to renewal every few years. CSR must build customer (generally non-sales) relationships via the telephone in a dynamic, fast-paced environment (Work from Home is possible) through the delivery of excellent customer service and product knowledge to both internal and external customers. Provide professional customer service and product consultation during interactions with customers, peers, management, partners, and other agency departments.
Education: Minimum Highschool Diploma or GED, Bachelor Degree preferred.
Experience: Prior customer service experience is desired. Proficiency in basic computer skills. If applicable, prior use of Assistive Technology desirable, most notably with JAWS and MAGIC for visual adaptation. Bilingual capability a plus.
Skills & Requirements:
- Must be able to type 30 wpm.
- Ability to perform data entry duties, while serving the customer, and at other designated times.
- Ability to keep all customer information in the strictest confidence, and follow security procedures in regard to customer information.
- Ability to work a schedule which may include nights, weekends, and holidays, including variable shifts.
- Ability to interact with customers with respect to, and consideration of, customer needs.
- Excellent interpersonal skills and the ability to work in partnership with others.
- Excellent communication skills both written and verbal.
- Strong organizational skills with attention to detail.
- Ability to handle stressful situations.
- Ability to accept constructive feedback and adapt accordingly, in relation to the needs of this position.
- Able to learn and demonstrate knowledge of products and services that will be supported.
- Proficient with Microsoft office (Outlook, Word, Excel).
- Proficiency with navigating websites, working between multiple screens quickly while listening and talking on the telephone.
SPECIFIC RESPONSIBILITES:
- Receive in-bound and place out-bound calls in accordance with a set script.
- Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals, for both in-bound and out-bound calls.
- Assist department in meeting customer service goals and service level agreements.
- Achieve all requirements outlined in the Call Center Department Handbook.
- Serve customers through a variety of methods, including by not limited to: in-person, by phone, through e-mails, in writing, web-forms, and using chat.
- Maintain accurate records of customer interactions and service.
- Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems and provide information according to procedure.
- Provide professional customer service and product consultation during interactions with customers, peers, management and other departments that meet specific standards and goals.
- Make decisions on customer requests using established guidelines.
- Take accountability to follow through on all issues.
- Meet requirements as set by the Grant/Government Contract, which may be subject to change.
- Learn and continue to reinforce current product knowledge relative to customer needs and inquires.
- Utilize reference materials to assist and resolve any inquiries.
- Maintain the strictest confidentiality and privacy of customer and agency information.
- Perform other relevant duties as assigned.
- Able to perform all Physical Requirements of position.
- Able to perform all Specific Responsibilities of position.
- Able to meet schedule requirements.
OUR MISSION
To provide individualized support and tools to navigate the visual world.
OUR VISION
A world where the quality of one’s sight does not determine the quality of one’s life.
WHO WE ARE
We are a team of professionals dedicated to providing the support and tools needed to navigate the visual world. Our team of optometrists, vision rehabilitation therapists, teachers, employment specialists and other staff assess one’s needs with empathy and professionalism, seeking to help each individual understand his or her unique vision-related challenges and the resources available to them.
WHY WE ARE HERE
We live in a world that is designed for those with clear vision, creating challenges for those with less than clear vision. These challenges can be intimidating, isolating, and seemingly unfair, but, we believe the quality of one’s sight should not determine the quality of one’s life. Our mission is to provide support and tools to overcome sight challenges that exist in the visual world.
WHAT WE DO
We assess each individual’s specific needs, seeking to understand their vision-related challenges and goals. We then create an individualized plan to support them in reaching those goals through training on a variety of tools and techniques. We educate the community about the resources and opportunities available for those with less than clear vision, while also advocating for community awareness in a world designed for those with clear vision.
HOW WE DO IT
We support individuals of all ages with a high level of compassion and expertise through individualized services that may include:
- Vision exams and assessments
- Recommendations and instruction on low vision aids and assistive technology
- Training on tools and techniques
- Education and support to children and families
- Employment opportunities within CSC or other organizations
- Advocacy for accessibility needs in school, work and community
- Recreation and socialization activities
- Counseling and peer support groups
DIVERSITY AND INCLUSION
Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyone’s individual success. We strive to provide an environment favorable to all regardless of race, color, religion, gender, sexual orientation, gender identity, pregnancy, marital status, age, nationality, ethnicity, ancestry, disability, military status, genetic information, protected veteran status, or any other factor or characteristic protected by law. We recognize that the responsibility for diversity and inclusion lies with all at the agency: leadership, administration, staff and volunteers.
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