Customer Service Representative - In Bound
- Employment Type
- Full\Part Time
Next Steps
This job is closed to new applicants.
Description
Have you
been told by customers that you are amazing and you saved their day? Are you a whiz with the computer? Do you enjoy talking on the phone? Are you looking for rewarding in-bound
professional phone customer service that is not a sales job? If you answered yes
to these questions, apply now and join our team!
Under
supervision of the Team Lead, the Customer Service Representative will build
customer relationships via the telephone in a dynamic fast paced
environment. The Customer Service Representative will
deliver excellent professional customer service and product knowledge; as well
as provide product consultation during interactions with customers, peers,
management, partners and other agency departments. The Call Center provides
in-bound customer service to various State and County departments including but
not limited to: Cuyahoga County Job and Family
Services, Ohio Department of Education, Ohio Department of Health Help Me Grow,
Ohio Department of Medicaid, Ohio Department of Taxation, Ohio Secretary of
State.
Additional pay available for previous call center experience, post High-School diploma, fluency in English and Spanish, as well as working weekends, evenings and holidays. Hours of operation are Monday to Friday 7am to 9pm; weekends and holidays from 9am to 6pm.
http://www.clevelandsightcenter.org/call-center/working-here
Responsibilities
- Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals.
- Serve customers through a variety of methods including but not limited to: in-person, by phone, through emails, in writing, web-forms and using "chat".
- Efficiently, professionally and courteously process orders, respond to inquiries and questions, handle complaints, troubleshoot problems and provide information according to procedure.
- Meet specific standards and goals of Call Center management and grant/government contract, which can change frequently.
- Enter data into required database.
- Perform other relevant duties as assigned.
Required Skills and Experience
High school diploma or equivalent. Prior successful customer service experience,
in a call center is preferred.
- Computer proficiency required: typing speed > 30 words per minute, quick and proficient with e-mail and Internet.
- Excellent listening, reading comprehension, and professional communication skills are required.
- Ability to interact with
customers with respect and consideration of their needs in a calm and
professional manner.
- Ability to manage discourteous, frustrated,
or upset customers in a calm and professional manner.
- Ability to accept constructive
feedback and adapt accordingly to the needs of the position.
- Ability to perform data entry and desktop navigation while simultaneously interacting with customers.
- Ability to consistently learn and demonstrate knowledge of the products and services that will be supported
Sedentary
position. Must be able to sit for up to four hours continuously, typing,
listening. May work occasional non-standard hours.
GOVERNMENT CONTRACT REQUIREMENTS
Due to our
government contracts, we strongly prefer applicants with a work limiting
disability for this opportunity and he/she must provide documentation verifying
said disability upon hire. Documentation includes one of the following:
Proof of participation in Medicaid for Older Adults and People with Disabilities (statement of benefit)
Proof of participation in Medicaid Buy-in for Workers with Disabilities (statement of benefit)
Proof of receiving Social Security Disability Insurance (statement of benefit)
Valid Schedule A Hiring Letter (under Schedule A hiring authority 5 CFR 213,3102) (signed letter)
Proof of eligibility for services from Opportunities for Ohioans with Disabilities (Referral to Community Rehabilitation Form)
Proof of eligibility for services from Ohio Department of Developmental Disabilities (Referral Form or Letter from Case Manager)
Proof of eligibility for services from Ohio Mental Health and Addiction Services (Referral Form or Letter from Case Manager)
Proof of eligibility for services from Alcohol, Drug Addiction and Mental Health Services Board (Referral Form or Letter from Case Manager)
Proof of eligibility for the Social Security Administration's Ticket to Work program (Referral Form or Letter from Case Manager)
Founded in 1906, Cleveland Sight
Center’s mission is to empower people with vision loss to realize their full
potential, and to shape the community’s 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 everyone’s
individual success. We take a step beyond simple legal compliance in the
recruiting process and employment tenure. 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.