Call Center Customer Service Representative

The Call Center at Cleveland Sight Center excels at helping customers improve customer service to their constituents while providing meaningful training and employment opportunities for people of all abilities. We strive to provide excellence in every facet of our business. From the individuals we hire to the caller interactions we provide, we pride ourselves on operating with the highest quality service. Our customers expect and depend on it. Everyone is welcome to apply; we make preference for equally qualified applicants who are blind, have low vision, or other disabilities. While the position reports to Cleveland, Ohio, we also accept applications from several other states.

Visit our website to learn more about working at Cleveland Sight Center.

Position Overview

The Customer Service Representative is a contract-funded position that is subject to renewal every few years. CSR must build customer (generally non-sales) relationships via the telephone, and or email in a dynamic, fast-paced environment through the delivery of excellent customer service and product knowledge to both internal and external customers. Provide professional customer service and product consultation during interactions with customers, peers, management, partners, and other agency departments. Will be assigned to work multiple contracts.

Essential Functions:

Receive in-bound and place out-bound calls and or emails in accordance with a set script.

Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals, for both in-bound and out-bound calls.

Assist department in meeting customer service goals and service level agreements.

Achieve all requirements outlined in the Call Center Department Handbook.

Serve customers through a variety of methods, including by not limited to: in-person, by phone, through e-mails, in writing, web-forms, and using chat.

Maintain accurate records of customer interactions and service.

Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems and provide information according to procedure.

Provide professional customer service and product consultation during interactions with customers, peers, management and other departments that meet specific standards and goals.

Make decisions on customer requests using established guidelines.

Take accountability to follow through on all issues.

Meet requirements as set by the Contract, which may be subject to change.

Learn and continue to reinforce current product knowledge relative to customer needs and inquires.

Utilize reference materials to assist and resolve any inquiries.

Maintain the strictest confidentiality and privacy of customer and agency information.

Other duties as assigned.

Knowledge, Skills and Abilities:

Proficiency with navigating websites, working between multiple screens quickly while listening and talking on the telephone.

Must be able to type 30 wpm.

Ability to perform data entry duties, while serving the customer, and at other designated times.

Ability to keep all customer information in the strictest confidence, and follow security procedures in regard to customer information.

Ability to work a schedule which may include nights, weekends, and holidays, including variable shifts.

Ability to interact with customers with respect to, and consideration of, customer needs.

Excellent interpersonal skills and the ability to work in partnership with others.

Excellent and effective communication skills both written and verbal.

Strong organizational skills with attention to detail.

Ability to handle stressful situations.

Ability to accept constructive feedback and adapt accordingly.

Able to learn and demonstrate knowledge of products and services that will be supported.

Proficient with Microsoft office.

Proficient with Internet navigation.

Problem solving, patience, time management, active listening.

Maintaining focus.

Self-Motivation.

Qualifications:

Prior customer service experience is preferred.

Computer Proficiency including navigating multiple websites while assisting customers.

If applicable, prior use of Assistive Technology desirable, most notably with JAWS, ZoomText, Fusion, for visual adaptation.

Education:

Minimum Highschool Diploma or equivalent.

Equipment/Tools Used:

Personal computer; telephone.

Physical Requirements:

The physical demands described here 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 to perform the essential functions.

While performing the duties of this job the employee frequently sits (or stand if preferred) at desk, type and focus on computer work for prolonged periods of time. Must be able to listen and speak / communicate to customers for long periods of time.

The employee is frequently required to use hands to finger, handle, feel objects, tools, or controls on computer or telephone.

Employee Appreciation

Aside from a friendly, team-oriented and valued staff, as well as a beautiful and modern LEED Gold Certified building, we offer:

Competitive salary

Generous annual paid time off (below are full-time descriptions: part-time is pro-rated. All time off benefits start immediately):

20 days PTO, with increases after 5 years of service

7 sick days

9 holidays

Comprehensive medical and dental insurance coverage

$1200 (annualized) in H.S.A. employer contributions

401(k) plan with 25% agency match up to 6% of salary

Free 401k planning with licensed financial planner

Agency paid life insurance

Agency paid long-term disability insurance

Voluntary life insurance and voluntary short-term disability insurance

Comprehensive EAP (Employee Assistance Program) including self-care and professional/personal growth training

Mission Statement

To provide individualized support and tools to navigate the visual world.

Vision Statement

A world where the quality of one's sight does not determine the quality of one's life.

E-Verify

Ohio is not an E-Verify State; however, we comply with E-Verify in the states that require it. Click on the link to view the posters if you live in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah to review required postings."

E- Verify poster -

Right to Work poster -