Customer Care Professional

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 2nd or 3rd 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