Job Details
**Position:** Customer Service Representative - Work at Home **Location:** Remote Reporting to Cleveland, OH **Job Id:** 218 **# of Openings:** 1 **not** Everyone is welcome to apply; we make preference for equally qualified applicants who are blind or have low vision. **Summary** Under the supervision of the Team Lead, the Customer Service Representative is a government grant-funded position that is subject to renewal every few years. CSR must build customer (generally non-sales) relationships via the telephone in a dynamic, fast-paced Work from Home 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. **Responsibilities**
* Receive in-bound and place out-bound calls 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 Grant/Government 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.
**Education:** High School diploma desirable. In lieu of education, two years of high touch customer service experience preferred. **Experience:** Prior customer service experience is desired. Proficiency in basic computer skills. If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation. Bilingual Spanish-English capability a plus. **Skills**
* 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 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, in relation to the needs of this position.
* Able to learn and demonstrate knowledge of products and services that will be supported.
* Proficient with Windows 10 and Chrome Browser
* Proficient with Internet navigation.
**Physical** Must be able to sit, type and focus on computer work for long durations and be able to listen and speak to customers for long periods of time. Must be able to read the read the computer screen or read using a screen reader for extended periods of time (2 hours). Must be able use a computer for extended periods of time (2 hours). *At Cleveland Sight Center, we value our employees and their commitment to our mission and offer competitive pay and benefits such as generous paid time off, medical and dental insurance, 401(k) with employer match, life insurance, short- and long-term disability as well as a welcoming and compassionate work environment.* *Founded in 1906, Cleveland Sight Centers mission is to empower people with vision loss to realize their full potential, and to shape the communitys vision of that potential. We are constantly enhancing the breadth of our services and the sense of community to be a true partner for life for our clients and their families and caregivers.* *The heart of our services is EDUCATION, EMPLOYMENT, and EMPOWERMENT. These form a continuum that underlies all that we do to help our clients achieve the independence to which they strive. Through our commitment to excellence and innovation we continue to be a national leader in the delivery of services to individuals with vision loss.* **Diversity and Inclusion** The Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyones individual success. We strive to provide an environment favorable to all regardless of race, color, religion, gender, sexual orientation, gender identity, pregnancy, marital status, age, nationality, ethnicity, ancestry, disability, military status, genetic information, protected veteran status, or any other factor or characteristic protected by law. We recognize that the responsibility for diversity and inclusion lies with all at the agency: leadership, administration, staff and volunteers.
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