POSITION: Customer Service Representative
A. Education: Minimum Highschool Diploma or GED, Bachelor Degree preferred…
B. Experience: Prior customer service experience is desired. Proficiency in basic computer skills. If applicable, prior use of Assistive Technology desirable, most notably with JAWS and MAGIC for visual adaptation. Bilingual capability a plus.
C. Skills & Requirements:
• 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 Microsoft office (Outlook, Word, Excel).
• Proficient with Internet navigation.
D. Physical: Must be able to sit, stand, type and focus on computer work for long durations and be able to listen and speak to customers for long periods of time.
I. BASIC FUNCTION: 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 in a dynamic, fast-paced environment (Work from Home is possible) 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.
II. SPECIFIC RESPONSIBILITES:
• 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 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.
• Perform other relevant duties as assigned.
III. ESSENTIAL FUNCTIONS:
• Able to perform all Physical Requirements of position.
• Able to perform all Specific Responsibilities of position.
• Able to meet schedule requirements.
Mission Statement
To provide individualized support and tools to navigate the visual world.
Vision Statement
A world where the quality of oneÂ’s sight does not determine the quality of oneÂ’s life.
Why We Are Here
We live in a visually-oriented world where so much of daily life is built on the premise that everyone has clear vision. But, Cleveland Sight Center recognizes that everyoneÂ’s vision is different and can change over time. We understand the unique vision related needs that can accompany these changes and provide the support and tools that help navigate a world designed for those with sight.
We believe the quality of oneÂ’s sight should not determine the quality of oneÂ’s life and are here to show individuals that they can still live the lives they want with the vision they have.
Who We Are
We are a team of professionals dedicated to our mission of providing the support and tools needed to navigate the visual world. Our specialized staff assess individuals of all ages with empathy and professionalism, seeking to help them understand their unique vision-related needs and how they can achieve their goals.
What We Do
Cleveland Sight Center is often the next step in an individualÂ’s vision care after receiving a diagnosis from a primary eye care provider.
As a part of this continuum of care, we to understand their vision diagnosis, needs and goals. We then create an individualized plan to support them through a variety of different services:
Diversity and Inclusion
Cleveland Sight Center is an Equal Opportunity Employer. Cleveland Sight Center is committed to values of diversity and inclusion in order to create a climate of respect that is supportive to everyoneÂ’s 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.
E-Verify Notice:
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 – https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf
Right to Work poster – https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster Eng_Es.pdf
