: Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.

We are seeking a motivated and customer-oriented Sr. Customer Care Professional who excels in customer service and meeting KPIs and who is ready to take on additional responsibilities, including assisting the Team Leader with call coaching, reporting, and overall team performance support. In this role you will also be responsible for greeting employees and visitors and answering inquiries in a courteous and professional manner. If you have a passion for helping people, we’d love to hear from you!

Essential Job Functions:

Team Support & Coaching

• • Assist the Team Leader in monitoring agent performance and providing constructive feedback.
  • Conduct side-by-side and remote call coaching sessions to enhance agent effectiveness.
  • Support new hires and junior agents by sharing best practices and answering process-related questions.
  • Serve as a role model for professionalism, customer focus, and team collaboration

Reporting & Performance Monitoring

• • Assist in tracking and analyzing team KPIs, such as call handling time, customer satisfaction, and first-call resolution.
  • Generate performance reports and insights to help optimize service delivery.
  • Identify trends and areas for improvement, recommending solutions to leadership

Customer Service & Call Handling

• • Welcome on-site visitors to determine nature of business and announce visitors to appropriate personnel.
  • Monitor visitor's access and issue badges as required.
  • Receive, sort, and route mail and packages, and maintain and route publications, date-stamp bids immediately upon receipt. Contact appropriate personnel to alert them of mail or packages that have arrived.
  • Fills out the Delivery Tracking record for incoming and outgoing mail, holds at desk for verification if needed.
  • Answer 411 calls and provide excellent customer service by answering calls and responding to customer inquiries via phone.
  • Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
  • Fluent in conversational and written English; fluent in Spanish is a plus
  • Build and maintain positive relationships with visitors and employees
  • Meet or exceed individual and team performance metrics such as call quality & customer satisfaction.
  • Maintain accurate records of customer interactions and follow-up actions in the CRM system.
  • Adhere to company policies, procedures, and performance standards.
  • Collaborate with team members to improve processes and contribute to a positive work environment.
  • Attend training sessions and participate in team meetings as needed.
  • Perform other duties as assigned

Qualifications

Education:

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

Experience:

• 1+ Years’ experience in a customer service position.
• Previous experience in a call center environment preferred.

Demonstrated Knowledge and Skills:

• Excellent communication and interpersonal skills.
• Strong ability to listen, identify customer needs.
• Proficiency in handling multiple tasks in a fast-paced environment.
• Ability to work independently and as part of a team.
• Basic computer skills, including experience with Microsoft Office and CRM systems.
• Bilingual (English and Spanish) communications skills are a plus

Physical Demands:

• Lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
• Extended periods of oral communication

• Hearing verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Speaking understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Extended periods at a keyboard or workstation
• Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
• Follow non-technical/technical directions
• Work under a tight deadline and have the ability to handle frequent changes in procedures
• Making decisions with varying amounts of guidance
• Frequent placing & turning motions, such as sorting, filing, and retrieving
• Infrequent twisting or bending at the waist or reaching overhead

Requirements:

• Must pass Level II background check
• Ability to work flexible hours as needed
• This position may require an 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-O'Day 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.