Customer Care Professional Soft Sales

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. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.

We are seeking motivated and customer-oriented Customer Care Professionals with soft sales experience to join our growing team. In this role, you will be responsible for delivering exceptional customer service while utilizing your sales skills to offer product or service solutions. You will answer inquiries, resolve issues, and educate customers on products and services that best meet their needs in a courteous and professional manner. If you have a passion for helping people and enjoy the challenge of guiding customers toward a purchase decision, we’d love to hear from you!

Essential Job Functions:

• Provide excellent customer service by answering calls and responding to customer inquiries via phone, email, SMS or chat.
• Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
• Utilize soft sales techniques to offer product or service recommendations in a helpful, non-pressuring manner.
• Build and maintain positive relationships with customers to foster repeat business.
• Meet or exceed individual and team performance metrics such as call quality, customer satisfaction, and sales conversion rates.
• Maintain accurate records of customer interactions and follow-up actions in the CRM system.
• Adhere to company policies, procedures, and performance standards.
• Collaborate with team members to improve processes and contribute to a positive work environment.
• Attend training sessions and participate in team meetings as needed.
• Perform other duties as assigned

Qualifications

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred

Experience:

• 1+ Years’ experience in a customer service call center position.
• 1+ Years’ Sales experience (preferably soft sales) or upselling in a customer service environment is required.
• Previous experience in a call center environment preferred.

Demonstrated Knowledge and Skills:

• Excellent communication and interpersonal skills.
• Strong ability to listen, identify customer needs, and recommend appropriate solutions.
• Basic understanding of sales techniques and the ability to engage in soft sales (offering additional services or products).
• Proficiency in handling multiple