Customer Care Professional Bilingual Pet Alliance
About The Position
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 Bilingual 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.
Requirements
- High school diploma or equivalent required. Some business classes, vocational/technical training preferred
- Previous experience working in a call center environment preferred
- Ability to maintain an atmosphere conducive to customer-friendly relations by providing memorable, courteous, friendly, and prompt customer service
- Fluency in both English & Spanish, both verbal & written
- 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
- Must pass Level II background check
- Ability to work flexible hours as needed
Responsibilities
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
