Lighthouse Works drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.

While some roles may require proximity to our Orlando office, roles based outside of our Orlando office can sit in any of the following 18 states: AK, AL, FL, GA, IN, KS, KY, LA, MI, MS, NC, OH, OK, SC, TN, TX, VA, WV.

Our promise to you:

The Lighthouse Core Values are the very foundation on which we operate. These values are who we are and who we continually aspire to be:  Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.

Shift

Monday – Friday, Day Shift (Eastern Time)

Location

• Onsite (Orlando, FL)

The community you’ll be caring for

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 Team. 

About You

The role you’ll contribute

Our Team Leads are responsible for coaching agents and regularly reviewing campaign metrics to ensure that campaign needs are met. 

The value you’ll bring to the team

• Lead staff meetings/huddles
• Onboard new agents, orienting them to the campaign.
• Monitoring the quality of agent interactions with internal and external customers and providing appropriate feedback.
• Coaching agent KPI/Metrics and attendance patterns.
• Treat customers and staff with courtesy, sensitivity, and respect.
• Responsible for opening or closing the facility, ensuring the facility is locked/unlocked, alarm set, and/or cleared as needed.
• Adheres to company and department policies and procedures and other duties as assigned

Minimum Qualifications

• High school diploma or equivalent required
• Must pass Level II background check

Preferred Qualifications

• 1+ Years of Contact center experience required.
• 6+ months’ time in the current position required
• Agent-level campaign experience preferred
• Verbal and written fluency in both English and Spanish

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.

Education:

• High school diploma, GED or equivalent required. Some business classes, vocational/technical training preferred

Experience:

• 1+ Years of Contact center experience required.
• 6+ months in the current position required
• Previous experience in a call center environment preferred
• Agent-level campaign experience preferred

Demonstrated Knowledge and Skills:

• Skills in creating an atmosphere conducive to customer-friendly relations by providing outstanding, courteous, friendly, and prompt customer service.
• Ability to show courtesy and respect to all customers and agents.
• Ability to be a team player.
• Ability to handle multiple tasks in a fast pace environment.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve problems tactfully and professionally.
• Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
• Embodies commitment to the organization’s core values and seeks ways to share them.
• Ability to handle sensitive/confidential information with discretion.
• Exercises good judgment.

Physical Demands:

• Work in an office environment with frequent lifting, carrying, pushing, and pulling of objects and materials up to 10 lbs.
• Extended periods of oral communication.
• Extended periods at keyboard or workstation.
• Frequent typing and operation of keyboard equipment such as computer, calculator, etc.
• Read/access forms, instructions, and technical information. Will be working under tight deadlines.
• Frequent placing and turning motions such as sorting, filing, and retrieving.
• May include twisting, bending, or reaching.

Requirements:

• Must pass Level II background check
• Flexible Schedule Ability to work flexible hours as needed.
• This position may require the employee to be legally blind to meet our State, Local, or Federal contractual obligations. The employee must provide documentation from a physician of legal blindness. Legal blindness is defined as Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees. These conditions are based on the federal Javits-Wagner-ODay work program for legally blind individuals.

For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: "Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees." These conditions are based on the federal Javits-Wagner-O'Day work program for legally blind individuals.

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization