Customer Care Professional Bilingual Pet Alliance

Job DetailsJob Location: Remote - Orlando, FL 32806Position Type: Full TimeTravel Percentage: NoneJob Category: Contact CenterLighthouse 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.

Essential Job Requirements:

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

Education:

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

Experience:

 Previous experience working in a call center environment preferred

Demonstrated Knowledge and Skills:                      

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

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

Requirements:

Must pass Level II background check
Ability to work flexible hours as needed
QualificationsEducation:

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

Experience:

 Previous experience working in a call center environment preferred

Demonstrated Knowledge and Skills:                      

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

Physical Dema