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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72" style='word-wrap:break-word'><div class=WordSection1><h6 align=center style='mso-margin-top-alt:12.0pt;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;text-align:center'><span style='font-size:16.0pt;font-family:"Verdana",sans-serif'>Customer Service Specialist II <span style='text-transform:uppercase'><o:p></o:p></span></span></h6><p class=MsoBodyText style='margin-bottom:6.0pt;text-align:justify;page-break-after:avoid'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>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 visually impaired, is seeking a Customer Service Specialist to meet the needs of our customers on their pathway to success. Reporting directly to the Director 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. <o:p></o:p></span></p><p class=MsoBodyText style='margin-bottom:6.0pt;text-align:justify;page-break-after:avoid'><b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Note</span></b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>: The regular work hours for this position will be Monday – Friday from 12:00pm to 8:00pm.<b><o:p></o:p></b></span></p><p class=MsoBodyText style='margin-bottom:6.0pt;text-align:justify;page-break-after:avoid'><b><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></b></p><h1 style='margin-bottom:6.0pt;background:#D9D9D9'><span style='font-family:"Verdana",sans-serif;color:black'>Major Duties & Responsibilities</span><span style='font-family:"Verdana",sans-serif;font-weight:normal'><o:p></o:p></span></h1><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Handle customer inquiries by phone, email and paper mail regarding product questions and sales orders.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Enter hard copy and phone orders. Process payments and provide price quotes.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Assist customers with merchandise returns and reconciliation of issues.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Research customer issues and contribute to Customer Service knowledge base.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Commit to communicate with all APH customers following the standards of accessibility.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Continually learn about the APH product line and improve professional skills. <o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.25in;text-indent:-.25in;mso-list:l1 level1 lfo2'><![if !supportLists]><span style='font-family:Symbol'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Verdana",sans-serif'>Represent the APH brand positively in all customer interactions.<o:p></o:p></span></p><p class=MsoBodyText3 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.5in'><span style='font-size:14.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></p><h1 style='margin-bottom:6.0pt;background:#D9D9D9'><span style='font-family:"Verdana",sans-serif;color:black'>Education, Training & Experience Requirements</span><span style='font-family:"Verdana",sans-serif'><o:p></o:p></span></h1><ul style='margin-top:0in' type=disc><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>High School Diploma or equivalent required. Post-secondary education or experience preferred.<o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><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.<o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Excellent oral, written, communication and organizational skills necessary. <o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><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.<o:p></o:p></span></li></ul><h6 style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:6.0pt;margin-left:.5in;text-indent:-.25in;mso-list:l0 level1 lfo4'><![if !supportLists]><span style='font-size:12.0pt;font-family:Symbol;font-weight:normal;text-decoration:none'><span style='mso-list:Ignore'>·<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;font-weight:normal;text-decoration:none'>Bilingual in English and Spanish preferred, but not necessary.<o:p></o:p></span></h6><ul style='margin-top:0in' type=disc><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Intermediate in Microsoft Word, Excel, and Outlook.<o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Knowledge of the field of blindness and visual impairment preferred. <o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><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.<o:p></o:p></span></li><li class=MsoNormal style='margin-bottom:6.0pt;margin-left:-.25in;text-align:justify;mso-list:l0 level1 lfo4'><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>Ability to work independently while continuing to support the department.<o:p></o:p></span></li></ul><p class=MsoNormal style='margin-left:.25in'><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'><o:p> </o:p></span></i></p><p class=MsoNormal style='margin-left:.25in'><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'><o:p> </o:p></span></i></p><p class=MsoNormal><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>To apply,</span></i> <a href="https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=4f6dba69-fbac-41bc-b32c-9571e45ff7a4&ccId=19000101_000001&jobId=407614&lang=en_US&source=CC4"><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>Click Here</span></i></a><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'>. </span></i><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>If you have trouble accessing the application through ADP, please contact </span></i><a href="mailto:kward@aph.org"><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'>kward@aph.org</span></i></a><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'> or call 502-899-2331.<o:p></o:p></span></i></p><p class=MsoNormal style='margin-left:.25in'><i><span style='font-size:12.0pt;font-family:"Verdana",sans-serif;letter-spacing:-.15pt'><o:p> </o:p></span></i></p><p align=center style='mso-margin-top-alt:12.0pt;margin-right:0in;margin-bottom:12.0pt;margin-left:0in;text-align:center'><strong><span style='font-family:"Verdana",sans-serif;color:black'>APH IS A DRUG FREE WORKPLACE. </span></strong><b><span style='font-family:"Verdana",sans-serif;color:black'><br><strong><span style='font-family:"Verdana",sans-serif'>An offer of employment is conditioned upon successfully passing a drug screening test.</span></strong></span></b><span style='font-family:"Verdana",sans-serif;color:black'><o:p></o:p></span></p><p style='mso-margin-top-alt:6.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;text-align:justify;line-height:115%'><span style='font-family:"Verdana",sans-serif;color:black'>All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, place of birth, religion, sex, sexual orientation, gender identity, age, disability or protected veteran status. <o:p></o:p></span></p><p style='mso-margin-top-alt:6.0pt;margin-right:0in;margin-bottom:0in;margin-left:0in;text-align:justify;line-height:115%'><b><span style='font-family:"Verdana",sans-serif'>EOE/AA/M/F/Vet/Disability Employer.</span></b><span style='font-family:"Verdana",sans-serif'><o:p></o:p></span></p><p class=MsoListParagraph><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:14.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:26.0pt;font-family:"Vladimir Script";color:#0D0D0D'>Cindy Amback on behalf of Jim Kreiner<o:p></o:p></span></b></p><p class=MsoNormal><span style='font-size:12.0pt;font-family:"Verdana",sans-serif'><o:p> </o:p></span></p><table class=MsoNormalTable border=0 cellspacing=0 cellpadding=0 style='margin-left:5.4pt;border-collapse:collapse'><tr style='height:.7in'><td width=118 valign=top style='width:88.65pt;padding:0in 5.4pt 0in 5.4pt;height:.7in'><p class=MsoNormal style='line-height:120%;text-autospace:none'><b><sub><span style='font-size:15.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'><img border=0 width=97 height=114 style='width:1.0104in;height:1.1875in' id="Picture_x0020_2" src="cid:image004.jpg@01D75DD4.1A479DF0" alt="American Printing House Logo"><o:p></o:p></span></sub></b></p></td><td width=506 valign=top style='width:379.35pt;padding:0in 5.4pt 0in 5.4pt;height:.7in'><p class=MsoNormal style='margin-left:-5.5pt;line-height:120%;text-autospace:none'><b><span style='font-size:15.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'>Cynthia L. Amback<o:p></o:p></span></b></p><p class=MsoNormal style='margin-left:-5.5pt;line-height:120%;text-autospace:none'><i><span style='font-size:12.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'>Outreach, Census Manager & EOT Liaison<o:p></o:p></span></i></p><p class=MsoNormal style='margin-left:-5.5pt;line-height:120%;text-autospace:none'><span style='font-size:12.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'>502-899-2257/800-223-1839 ext. 257</span><i><span style='font-family:"Helvetica",sans-serif;color:black'><o:p></o:p></span></i></p><p class=MsoNormal style='margin-left:-4.8pt;line-height:120%;text-autospace:none'><span style='font-size:12.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'>1839 Frankfort Avenue • Louisville, KY 40206<o:p></o:p></span></p><p class=MsoNormal style='margin-left:-4.8pt;line-height:120%;text-autospace:none'><span style='font-size:12.0pt;line-height:120%;font-family:"Helvetica",sans-serif;color:black'><a href="mailto:camback@aph.org">camback@aph.org</a> • <a href="mailto:info@aph.org"><span style='color:#660000'>info@aph.org</span></a><o:p></o:p></span></p></td></tr></table><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>