[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. The Lighthouse of Houston is an organization committed to enabling and empowering people who are blind or low vision to realize their full potential. They are seeking a part-time Customer Service Representative responsible for receiving facilities operations work order requests and entering them into the client's Facilities Order Management Information System. The role emphasizes professionalism, empathy, and a client-centered focus in all communications.ResponsibilitiesEnters facilities work orders requests for client received by various communication methods including telephone, email, and social media into the UoH Facilities Order Management Information System (ReAdy and Aim)Ensures all information is accurate to be able to resolve work order with provided informationResponds to all requests with a client-centered focus on professionalism, empathy, sense of urgency and customer satisfactionDocuments all incoming calls, assesses client needs, and makes appropriate transfers and referralsFollows up on customer requests with effective communication verbally or in writing and updates the supervisor on all correspondenceApplies good listening and writing skills on every request to ensure information is provided to the client or team member accurately for any needed actions and keeps the supervisor informed of any issues/problems that need to be escalatedPrepares for shift prior to shift start and after shift start by ensuring that the hand-off to the next team member is a smooth and efficient shift change processEnsures computer and software are operable and in good condition prior to shift start and report any concerns to Supervisor/Team Lead or customer service representative within required timeframeApplies the principles and values of customer service and continuous quality improvement while performing day-to-day work activitiesMaintains positive working relationships and fosters cooperative work environment with the client and customer service teamResponds to customer and organization emails in a timely manner and reports any issues or concerns to the customer and ensures follow up and resolutionAttends customer team meetings when required and provides any updates, suggestions or concerns for team and process improvementFollows and complies with the organization’s Code of Conduct, Harassment and Workplace policies and procedures and customer’s workplace policiesUpdate Supervisor/Team Lead with any work issues or concerns immediately after discovery or being notified via required information sourceFollows all confidentiality rules to preserve data quality and reduce chance for information or compromisePerforms other related job duties as neededSkillsCandidate must be blind or has low visionHigh school diploma or GEDMinimum 1 -3 years of customer service or call center experienceGood customer service and communication skillsAble to diffuse and resolve issues with professionalism, tactfulness, and respectStrong level of confidentiality due to sensitivity of materials and information neededAbility to research and look up client information using software and programs provided by the organizationGood listening skills and able to effectively communicate with client and customer service teamAbility to prioritize and work at a high level of accuracyHigh multi-tasking and organizational skills, time-management, and attention to detailAbility to work under pressure, meet deadlines, adapt to fast-paced work conditions and changes and expectations of the clientsAbility to work independently or in a team settingExcellent computer skills with proficiency in using Microsoft Outlook and other Microsoft Office applicationsDemonstrated ability to use computer, printer, scanner, telephone, and use of assistive technology such as Zoom Text, Jaws, or other Blind/Low Vision assistive technology aidsCompany OverviewThe Lighthouse of Houston is a non-profit organization that offers assisted living facilities with health and community programs. It was founded in 1925, and is headquartered in Houston, Texas, USA, with a workforce of 51-200 employees. Its website is https://www.houstonlighthouse.org.