Customer Service Representative- CSC

Position title: Customer Service Representative- CSC

Reports to: Workforce Services Manager

Supervises: N/A

Position summary:

Cleveland Sight Centers Customer Service Representatives assist callers on-behalf of some of Ohios most well-known government agencies including the: Ohio Department of Education, Ohio Secretary of State, Ohio Department of Health, the Ohio Department of Medicaid as well as Tourism Ohio. Everyone is welcome to apply; we make preference for equally qualified applicants who are blind or have low vision.

Duties and responsibilities:

• Provide excellent customer service to customers and partners.
• Handle calls and/or e-mails.
• Assist department in meeting customer service goals and service level agreements.
• Maintain accurate records of customer interactions and service.
• Meet requirements as set by the Government Contract, which may be subject to change.
• Utilize reference materials to assist and resolve any inquiries.
• Maintain the strictest confidentiality and privacy of customer and agency information.
• All other duties as assigned by Manager.

Knowledge and Skills:

• Must have windows 10 computer and high-speed internet (cable, DSL or fiber).
• Must have landline or voip phone service.
• Must be proficient with Internet navigation.
• Must be able to type 30 wpm.
• Must be proficient with Windows 10 and the Chrome browser and have basic computer skills.
• Able to multitask and use multiple computer programs at the same time.
• Ability to work a schedule which may include evenings, weekends, and holidays, including variable shifts.
• Excellent interpersonal skills and the ability to work in partnership with others.
• Excellent communication skills both written and verbal.
• Ability to handle stressful situations.
• Ability to accept constructive feedback and adapt accordingly.
• Able to learn and demonstrate knowledge of products and services that will be supported.
• Must be able to sit, type and focus on computer work for long durations and be able to listen and speak to customers for long periods of time.

Education and work experience:

• High School Diploma or GED equivalent
• Two years of customer service experience preferred.
• If applicable, demonstrated proficiency in use of Assistive Technology required with either JAWS and/or Zoom Text for visual adaptation. Bilingual Spanish-English capability a plus.

ISO 5.3 Organizational roles, responsibilities, and authorities: IFB employees have the responsibility and authority to ensure to produce first quality products that meet our customer requirements.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.