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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple style='word-wrap:break-word'><div class=WordSection1><p class=MsoNormal><o:p> </o:p></p><h6 align=center style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;text-align:center'><u><span style='font-size:18.0pt;font-family:"Verdana",sans-serif;text-transform:uppercase'>CUSTOMER SERVICE SPECIALIST II</span></u><u><span style='font-size:18.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></u></h6><p class=xmsobodytext style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:justify;-webkit-text-size-adjust: auto;break-after: avoid'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>The American Printing House for the Blind (APH), a world leader in creating learning solutions and products for children and adults who are blind or low vision, is seeking a customer service specialist to meet the needs of our customers on their pathway to success. Reporting directly to the Supervisor of Customer Experience, the Customer Service Specialist will support the Customer Service team by answering calls and email, handling customer inquiries, order entry, return authorizations and setting up customer accounts. </span><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:justify;line-height:14.85pt;-webkit-text-size-adjust: auto;break-after: avoid'><b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Note</span></b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>: This is a remote position with the hours of <u>8:30am – 5:00pm</u>, Monday-Friday.</span><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:justify;-webkit-text-size-adjust: auto;break-after: avoid'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'> </span><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><o:p></o:p></span></p><div style='border:solid windowtext 1.0pt;padding:1.0pt 4.0pt 0in 4.0pt;-webkit-text-size-adjust: auto'><h1 align=center style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:center;background:#F2F2F2'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif;color:black;letter-spacing:-.15pt'>MAJOR DUTIES AND RESPONSIBILITIES</span><span style='font-size:14.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></h1></div><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Handle customer inquiries by phone, email and mail regarding product questions and sales orders.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Enter orders and customer data. Process payments and provide price quotes.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Assist customers with merchandise returns and reconciliation of issues.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Research customer issues and contribute to Customer Service knowledge base.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Commit to communicate with all APH customers following the standards of accessibility.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Continually learn about the APH product line and improve professional skills.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-align:justify;text-indent:-.25in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:Symbol;letter-spacing:-.15pt'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Represent the APH brand positively in all customer interactions.</span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.5in;text-align:justify;-webkit-text-size-adjust: auto'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'> </span><span style='font-size:12.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></p><div style='border:solid windowtext 1.0pt;padding:1.0pt 4.0pt 1.0pt 4.0pt;-webkit-text-size-adjust: auto'><h1 align=center style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:center;background:#F2F2F2'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif;color:black;letter-spacing:-.15pt'>EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS</span><span style='font-size:14.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></h1></div><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l3 level1 lfo1'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>High School Diploma or equivalent required. Post-secondary education or experience preferred.</span><o:p></o:p></li></ul><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l0 level1 lfo2'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Minimum of two years of experience in a customer service role within a call center environment is preferred.</span><o:p></o:p></li></ul><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><h6 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-indent:-.25in;-webkit-text-size-adjust: auto;break-after: avoid'><span style='font-size:12.0pt;font-family:Symbol;font-weight:normal'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;font-weight:normal'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;font-weight:normal'>Excellent oral, written, communication and organizational skills necessary.</span><u><span style='font-size:18.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></u></h6><p class=xmsonormal style='margin:0in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Times New Roman",serif'> </span><o:p></o:p></p><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsolistparagraph style='margin-top:0in;margin-bottom:0in;mso-list:l2 level1 lfo3'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Strong attention to detail, with the ability to perform multiple tasks simultaneously, and prioritize work as needed.</span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></li></ul><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><h6 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;text-indent:-.25in;-webkit-text-size-adjust: auto;break-after: avoid'><span style='font-size:12.0pt;font-family:Symbol;font-weight:normal'>·</span><span style='font-size:7.0pt;font-family:"Times New Roman",serif;font-weight:normal'> </span><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;font-weight:normal'>Bilingual in English and Spanish preferred, but not necessary.</span><u><span style='font-size:18.0pt;font-family:"Arial",sans-serif'><o:p></o:p></span></u></h6><p class=xmsonormal style='margin:0in;-webkit-text-size-adjust: auto'><span style='font-size:10.0pt;font-family:"Times New Roman",serif'> </span><o:p></o:p></p><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l4 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Intermediate in Microsoft Word, Excel, and Outlook.</span><o:p></o:p></li></ul><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l6 level1 lfo5'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Knowledge of the field of blindness and visual impairment preferred.</span><o:p></o:p></li></ul><p class=xmsolistparagraph style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><span style='font-size:10.0pt;font-family:"Times New Roman",serif'><o:p></o:p></span></p><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l1 level1 lfo6'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Ability to empathize with contacts of a wide variety of ages, and situations is essential.</span><o:p></o:p></li></ul><p class=xmsonormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><ul style='margin-top:0in;-webkit-text-size-adjust: auto' type=disc><li class=xmsonormal style='margin-top:0in;margin-bottom:0in;mso-list:l5 level1 lfo7'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Ability to work independently in support of the department.</span><o:p></o:p></li></ul><p class=xmsonormal style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:0in;margin-left:.5in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> </span><o:p></o:p></p><div style='border:solid windowtext 1.0pt;padding:1.0pt 0in 1.0pt 4.0pt;-webkit-text-size-adjust: auto'><h1 align=center style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:0in;text-align:center;background:#F2F2F2'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif;color:black;letter-spacing:-.15pt'>COMPENSATION</span><span style='font-size:14.0pt;font-family:"Times New Roman",serif;letter-spacing:-.15pt'><o:p></o:p></span></h1></div><p class=xmsobodytext align=center style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;text-align:center;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Pay Grade: 3 Minimum:<span style='color:red'> </span>$15.45 Midpoint: $18.75</span><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><o:p></o:p></span></p><p class=xmsobodytext style='margin:0in;-webkit-text-size-adjust: auto'><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>*After informing their supervisor, APH employees may apply for open positions if they have completed six (6) months of active service in their current position and are performing in a satisfactory manner. </span></i><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><a href="https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=92406&clientkey=37466F7380F198CC901A032728F0ABA7">https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=92406&clientkey=37466F7380F198CC901A032728F0ABA7</a><o:p></o:p></span></p><p class=xmsobodytext style='margin:0in;-webkit-text-size-adjust: auto'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'> </span><span style='font-size:14.0pt;font-family:Courier;letter-spacing:-.15pt'><o:p></o:p></span></p></div></body></html>