: 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 a motivated and customer-oriented Sr. Customer Care Professional who excels in customer service and meeting KPIs and who is ready to take on additional responsibilities, including assisting the Team Leader with call coaching, reporting, and overall team performance support. In this role you will also be responsible for greeting employees and visitors and answering inquiries in a courteous and professional manner. If you have a passion for helping people, we’d love to hear from you!

Essential Job Functions:

Team Support & Coaching

• • Assist the Team Leader in monitoring agent performance and providing constructive feedback.
  • Conduct side-by-side and remote call coaching sessions to enhance agent effectiveness.
  • Support new hires and junior agents by sharing best practices and answering process-related questions.
  • Serve as a role model for professionalism, customer focus, and team collaboration

Reporting & Performance Monitoring

• • Assist in tracking and analyzing team KPIs, such as call handling time, customer satisfaction, and first-call resolution.
  • Generate performance reports and insights to help optimize service delivery.
  • Identify trends and areas for improvement, recommending solutions to leadership

Customer Service & Call Handling

• • Welcome on-site visitors to determine nature of business and announce visitors to appropriate personnel.
  • Monitor visitor's access and issue badges as required.
  • Receive, sort, and route mail and packages, and maintain and route publications, date-stamp bids immediately upon receipt. Contact appropriate personnel to alert them of mail or packages that have arrived.
  • Fills out the Delivery Tracking record for incoming and outgoing mail, holds at desk for verification if needed.
  • Answer 411 calls and provide excellent customer service by answering calls and responding to customer inquiries via phone.
  • Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
  • Fluent in conversational and written English; fluent in Spanish is a plus
  • Build and maintain positive relationships with visitors and employees
  • Meet or exceed individual and team performance metrics such as call quality & customer satisfaction.
  • 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.