Assistive Technology and Customer Service Specialist bei LIGHTHOUSE FOR THE BLIND OF HOUSTON

Description

The Lighthouse of Houston for the Blind is hiring an Assistive Technology and Customer Service  Specialist who support their mission and vision.   This is a full time position for the Education and Technology Department.

This position is responsible for providing assistive technology training services to blind and low vision clients using a variety of adaptive technologies and individualized customized training. This role also encompasses designing and implementing customer service training programs, conducting workshops and training sessions, and evaluating program effectiveness. The specialist will work directly with key Lighthouse personnel, vendors, and customers, under the guidance of the Manager of Education and Training.

The Assistive Technology and Customer Service  Specialist is responsible for providing assistive technology training services to blind and low vision clients using a variety of adaptive technologies and individualized customized training. This role also encompasses designing and implementing customer service training programs, conducting workshops and training sessions, and evaluating program effectiveness. The specialist will work directly with key Lighthouse personnel, vendors, and customers, under the guidance of the Manager of Education and Training.

Mission:

To enable and empower people who are blind or low vision to realize their full potential.

Roles and Responsibilities:

• Training Program Design and Development: Design comprehensive training programs by identifying skill and knowledge gaps, developing engaging training materials, and ensuring content remains current with industry trends and company standards. This includes customizing outcome-focused training programs tailored to individual needs.
• Training Delivery and Facilitation: Deliver training sessions and conduct both initial onboarding for new hires and ongoing training for existing representatives. Utilize various methods, including classroom sessions, online courses, and hands-on activities, to foster a deeper understanding of the material. Specifically, train clients and associates on a variety of adaptive technologies including JAWS, Zoom Text, Microsoft Office products, smartphones, and iOS and Android app technology.
• Assessment and Customization: Assess client skillsets to determine the most appropriate training and education opportunities and customize and plan outcome-focused training programs tailored to individual needs.
• Evaluation and Continuous Improvement: Evaluate the effectiveness of programs and curriculums by collecting feedback from employees and monitoring their performance. Identify areas for improvement and make necessary adjustments to the training curriculum to ensure it meets customer and organizational needs and expectations. Conduct post-training initiatives. Review and assess direct training processes, procedures, and systems with the Education and Training Manager for program success.
• Resource Provision and Coaching: Provide resources, facilitate workshops, and offer one-on-one coaching sessions to support a continuous learning, people-centric environment. Provide on-the-job training and coaching to employees as time permits.
• Client and Partner Relationship Management: Develop and maintain client relationships and coordinate scheduling of client appointments. Maintain a high level of communication among internal and external partners.
• Record Keeping and Reporting: Maintain accurate and complete records for services performed for clients and of training activities, including attendance, progress reports, and certification statuses, to help ensure compliance with company policies and in support of the performance review process. Provide program output reporting support and submit billing reports for work performed as required. Schedule and provide reports of all client trainings to the organization and Education and Training Manager for review and approval.
• Technology Research and Integration: Research and learn new technology to stay apprised and aware of the latest software and training material. Collaborate with other departments to help integrate relevant information for training modules and product development.
• Safety and Compliance: Follow all safety protocols, processes, and procedures, and ensure clients follow all safety rules. Protect the data integrity of the training to ensure information is confidential and secure and only shared with the client or other assigned designees. Follow all confidentiality rules to preserve data quality and reduce the chance for information compromise. Follow and comply with the organization’s Code of Conduct, Harassment and Workplace policies and procedures, and customer’s workplace policies.
• Communication and Team Collaboration: Attend team meetings when required and provide updates, suggestions, or concerns for team and process improvement. Update manager with any work issues or concerns immediately after discovery or being notified via the required information source.
• General Duties: Perform other related duties as needed.

Qualifications

Education, Licensure and Experience:

• High school diploma or GED
• Bachelor's degree in Education, HRD, or a related field preferred, but equivalent work experience may be considered.
• Master’s Degree preferred in Education.

Knowledge Skills and Abilities

• Experience with traditional computer system operation and navigation as well as adaptive technologies utilized by the blind and low vision.
• Proficient with Jaws and ZoomText screen reader software.
• Excellent computer skills with proficiency in using Microsoft Outlook and other Microsoft Office applications, and able to adapt to different software programs such as assistive technology and client provided systems.
• Demonstrated ability to use computer, printer, scanner, telephone, and use of assistive technology such as Zoom Text, Jaws, or other Blind/Low Vision assistive technology aids.
• Strong interpersonal and communication skills and must be able to convey information clearly and concisely, both verbally and in writing.
• Strong level of confidentiality due to sensitivity of materials and information needed.
• Commitment to providing high-quality training and support to blind and low vision participants.
• Ability to adapt to the needs of diverse learners.
• Adept at explaining complex concepts in an easily understandable manner.

• Must have empathy and patience and be able to foster a supportive learning environment.
• Able to diffuse and resolve issues with professionalism, tactfulness, and respect.

• Ability to prioritize and work at a high level of accuracy.
• Must have familiarity with various training tools and technologies.
• Ability to multi-task, excellent organizational skills, time-management, and attention to detail.
• Ability to work under pressure, meet deadlines, adapt to fast-paced work conditions and changes and expectations of the clients.
• Ability to work independently or in a team setting

• Supervisory Responsibilities:  This position has no supervisory responsibilities

• Physical Demands and Working Conditions: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.
• This position requires prolonged periods of sitting and frequent use of the computer for keyboarding and data entry. This position may also require some lifting of boxes of 10 to 40 pounds. Lifting assistance can be provided for boxes greater than 50 pounds.