Remote Customer Care Professional bei LIGHTHOUSE WORKS INC

Description

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Our business lines deliver high-quality value to customers while at the same time creating exciting career opportunities for candidates who are visually impaired or blind. This position is an integral role on our Contact Center Services Team.

We are seeking multiple French or Spanish Bilingual Customer Care Professionals who are ready to provide first-class services for our clients. The ideal candidate will be sighted and is able to convey information in detail for the visionally impaired. This position will be full-time remote with the listed approved states below.

Campaign: Be My Eyes
Hourly:
Shift: Full time 2^nd or 3^rd shift
Location: REMOTE
Approved States: AL, FL, GA, IN, LA, NC, OH, SC, TX, VA, WV

Key Responsibilities

• Answer incoming telephone calls promptly and professionally, demonstrating a courteous, customer-focused approach across all communication channels (phone, email, etc.).
• Clearly identify and describe products or services in response to customer inquiries, effectively conveying relevant details and instructions to support their needs.
• Actively listen to identify customer needs, clarify concerns, research issues thoroughly, and provide effective solutions.
• Resolve customer inquiries and concerns efficiently, ensuring a positive customer experience.
• Escalate complex or unresolved issues to the appropriate level, following established protocols.
• Accurately document all customer interactions and actions taken in accordance with company standards.
• Consistently meet or exceed monthly performance goals, including metrics such as call volume, average handling time, and customer satisfaction scores.
• Comply with all company and departmental policies, procedures, and quality standards.

Requirements

• Must pass Level II background check
• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred
• 1+ Years’ experience in a customer service position.
• Previous experience in a call center environment preferred.

Demonstrated Knowledge and Skills:

• Fluent in English and Spanish or French – both conversational and written required
• Basic computer skills, including experience with Microsoft Office and CRM systems.
• Excellent communication and interpersonal skills.
• Strong ability to listen, identify customer needs, and recommend appropriate solutions.
• Proficiency in handling multiple tasks in a fast-paced environment.
• Ability to work independently and as part of a team.

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

Qualified candidates will receive a call from one of our recruiters.

Qualifications

Required Education:
- High school diploma or equivalent is required; an associate's or bachelor's degree in a related field is preferred.

Required Experience:
- Minimum of 2 years of experience in a customer service or related role.
- Experience in handling customer inquiries and resolving issues efficiently.
- Familiarity with CRM systems and practices is preferred.

Required Skills and Abilities:
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficient in using Microsoft Office Suite (Word, Excel, Outlook).
- Demonstrated ability to work both independently and as part of a team.
- Strong interpersonal skills with a customer-focused mindset.
- Ability to maintain a positive and professional demeanor at all times.