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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal>Ohio!<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I received a call from OhioMeansJobs this morning requesting dissemination of the following below. They are seeking qualified candidates.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>If you are interested email: <o:p></o:p></p><p class=MsoNormal><b><i><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'>OhioMeansJobs, Cuyahoga County <o:p></o:p></span></i></b></p><p class=MsoNormal><b><i><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:black'>Kristen Balash, Economic Development Liaison<o:p></o:p></span></i></b></p><p class=MsoNormal><u><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:blue'><a href="mailto:kristen.balash@ulagency.org">kristen.balash@ulagency.org</a></span></u><span style='font-size:8.0pt;font-family:"Arial",sans-serif;color:#7030A0'><o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Suzanne<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>///<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal align=center style='text-align:center'><b>CLEVELAND SIGHT CENTER<o:p></o:p></b></p><p class=MsoNormal align=center style='text-align:center'><b>JOB DESCRIPTION<o:p></o:p></b></p><p class=MsoNormal align=center style='text-align:center'><b><o:p> </o:p></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>I. <u>POSITION:</u> </b>Customer Service Representative Call Center<b><o:p></o:p></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>II. <u>FLSA/EEO-1:</u> </b>Non-Exempt/ Administrative Workers<b> <o:p></o:p></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal><b>III. <u>RESPONSIBLE TO:</u> </b>Team Lead<b><o:p></o:p></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal><b>IV. <u>POSITIONS SUPERVISED:</u> </b>None<b><o:p></o:p></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal><b>V. <u>QUALIFICATIONS:<o:p></o:p></u></b></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>A. <u>Education:</u> </b> High School diploma desirable. In lieu of education, two years of high touch customer service experience preferred.<o:p></o:p></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>B. <u>Experience:</u> </b>Prior customer service experience is desired<b>. </b>Proficiency<b> </b>in basic<o:p></o:p></p><p class=MsoNormal style='margin-left:.5in'>computer skills. If applicable, prior use of Assistive Technology desirable, most notably with JAWS and MAGIC for visual adaptation. Bilingual capability a plus. <o:p></o:p></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>C. <u>Skills & Requirements:</u> <o:p></o:p></b></p><ul style='margin-top:0in' type=disc><li class=MsoListParagraphCxSpFirst style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Must be able to type 30 wpm.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to perform data entry duties, while serving the customer, and at other designated times.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to keep all customer information in the strictest confidence, and follow security procedures in regard to customer information.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to work a schedule which may include nights, weekends, and holidays, including variable shifts. <o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to interact with customers with respect to, and consideration of, customer needs. <o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Excellent interpersonal skills and the ability to work in partnership with others.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Excellent communication skills both written and verbal. <o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Strong organizational skills with attention to detail.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to handle stressful situations.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Ability to accept constructive feedback and adapt accordingly, in relation to the needs of this position.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Able to learn and demonstrate knowledge of products and services that will be supported.<o:p></o:p></span></li><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Proficient with Microsoft office (Outlook, Word, Excel).<o:p></o:p></span></li><li class=MsoListParagraphCxSpLast style='margin-left:.25in;mso-add-space:auto;mso-list:l3 level1 lfo1'><span style='font-family:"Calibri",sans-serif'>Proficient with Internet navigation.<o:p></o:p></span></li></ul><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>D. <u>Physical:</u> </b>Must be able to sit, stand, type and focus on computer work for long durations and be able to listen and speak to customers for long periods of time.<o:p></o:p></p><p class=MsoNormal><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'><b>VI. <u>BASIC FUNCTION:</u> </b>Under the supervision of the Team Lead, the Customer Service Representative is a government grant-funded position that is subject to renewal every few years. CSR must build customer (generally non-sales) relationships via the telephone in a dynamic, fast-paced environment (Work from Home is possible) through the delivery of excellent customer service and product knowledge to both internal and external customers. Provide professional customer service and product consultation during interactions with customers, peers, management, partners, and other agency departments.<o:p></o:p></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in'> <b> <o:p></o:p></b></p><p class=MsoNormal><b>VII. <u>SPECIFIC RESPONSIBILITES:<o:p></o:p></u></b></p><p class=MsoNormal><o:p> </o:p></p><ol style='margin-top:0in' start=1 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Receive in-bound and place limited out-bound calls in accordance with a set script.<o:p></o:p></li></ol><p class=MsoNormal style='margin-left:.5in'><o:p> </o:p></p><ol style='margin-top:0in' start=2 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals, for both in-bound and out-bound calls.<o:p></o:p></li></ol><p class=MsoNormal style='margin-left:.75in'><o:p> </o:p></p><ol style='margin-top:0in' start=3 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Assist department in meeting customer service goals and service level agreements.<o:p></o:p></li></ol><p class=MsoListParagraphCxSpFirst><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=4 type=1><li class=MsoListParagraphCxSpMiddle style='margin-left:.25in;mso-add-space:auto;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Achieve all requirements outlined in the Call Center Department Handbook.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=5 type=1><li class=MsoListParagraphCxSpLast style='margin-left:.25in;mso-add-space:auto;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Serve customers through a variety of methods, including by not limited to: in-person, by phone, through e-mails, in writing, web-forms, and using chat.<o:p></o:p></span></li></ol><p class=MsoNormal><o:p> </o:p></p><ol style='margin-top:0in' start=6 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Maintain accurate records of customer interactions and service.<o:p></o:p></li></ol><p class=MsoListParagraphCxSpFirst><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol start=7 type=1><li class=MsoListParagraphCxSpMiddle style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.25in;mso-add-space:auto;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems and provide information according to procedure.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.75in;mso-add-space:auto;line-height:115%'><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=8 type=1><li class=MsoListParagraphCxSpMiddle style='margin-bottom:10.0pt;margin-left:.25in;mso-add-space:auto;line-height:115%;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Provide professional customer service and product consultation during interactions with customers, peers, management and other departments that meet specific standards and goals.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.75in;mso-add-space:auto;line-height:115%'><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=9 type=1><li class=MsoListParagraphCxSpMiddle style='margin-bottom:10.0pt;margin-left:.25in;mso-add-space:auto;line-height:115%;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Make decisions on customer requests using established guidelines.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.75in;mso-add-space:auto;line-height:115%'><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=10 type=1><li class=MsoListParagraphCxSpMiddle style='margin-bottom:10.0pt;margin-left:.25in;mso-add-space:auto;line-height:115%;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Take accountability to follow through on all issues.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=11 type=1><li class=MsoListParagraphCxSpMiddle style='margin-bottom:10.0pt;margin-left:.25in;mso-add-space:auto;line-height:115%;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif'>Meet requirements as set by the Grant/Government Contract, which may be subject to change.<o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:10.0pt;margin-left:.75in;mso-add-space:auto;line-height:115%'><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol start=12 type=1><li class=MsoListParagraphCxSpMiddle style='color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.25in;mso-add-space:auto;mso-list:l0 level1 lfo2'><span style='font-family:"Calibri",sans-serif;color:windowtext'>Learn and continue to reinforce current product knowledge relative to customer needs and inquires.</span><span style='font-family:"Calibri",sans-serif'><o:p></o:p></span></li></ol><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.75in;mso-add-space:auto'><span style='font-family:"Calibri",sans-serif;color:black'><o:p> </o:p></span></p><p class=MsoListParagraphCxSpMiddle style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;margin-left:.65in;mso-add-space:auto;text-indent:-.15in;mso-list:l0 level1 lfo2'><![if !supportLists]><span style='font-family:"Calibri",sans-serif;color:black'><span style='mso-list:Ignore'>13.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-family:"Calibri",sans-serif;color:black'>Utilize reference materials to assist and resolve any inquiries.<o:p></o:p></span></p><p class=MsoListParagraphCxSpLast><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=14 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Maintain the strictest confidentiality and privacy of customer and agency information.<o:p></o:p></li></ol><p class=MsoListParagraph><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></p><ol style='margin-top:0in' start=15 type=1><li class=MsoNormal style='margin-left:.25in;mso-list:l0 level1 lfo2'>Perform other relevant duties as assigned. <o:p></o:p></li></ol><p class=MsoNormal style='margin-left:.75in'><b><o:p> </o:p></b></p><p class=MsoNormal style='margin-left:.5in;text-indent:-.5in;mso-list:l2 level1 lfo3;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline'><![if !supportLists]><b><span style='mso-list:Ignore'>VIII.<span style='font:7.0pt "Times New Roman"'> </span></span></b><![endif]><b><u>ESSENTIAL FUNCTIONS</u></b><b>:<o:p></o:p></b></p><p class=MsoNormal style='margin-left:.25in'><b><o:p> </o:p></b></p><ol style='margin-top:0in' start=1 type=1><ol style='margin-top:0in' start=1 type=a><li class=MsoListParagraph style='margin-left:0in;mso-add-space:auto;mso-list:l1 level2 lfo4;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline'><span style='font-family:"Calibri",sans-serif'>Able to perform all Physical Requirements of position.<b><o:p></o:p></b></span></li></ol></ol><p class=MsoNormal><o:p> </o:p></p><ol style='margin-top:0in' start=1 type=1><ol style='margin-top:0in' start=2 type=a><li class=MsoListParagraphCxSpFirst style='margin-left:0in;mso-add-space:auto;mso-list:l1 level2 lfo4;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline'><span style='font-family:"Calibri",sans-serif'>Able to perform all Specific Responsibilities of position.<b><o:p></o:p></b></span></li></ol></ol><p class=MsoListParagraphCxSpMiddle><b><span style='font-family:"Calibri",sans-serif'><o:p> </o:p></span></b></p><ol style='margin-top:0in' start=1 type=1><ol style='margin-top:0in' start=3 type=a><li class=MsoListParagraphCxSpLast style='margin-left:0in;mso-add-space:auto;mso-list:l1 level2 lfo4;punctuation-wrap:simple;text-autospace:none;vertical-align:baseline'><span style='font-family:"Calibri",sans-serif'>Able to meet schedule requirements.<b><o:p></o:p></b></span></li></ol></ol><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Suzanne Hartfield-Turner, President<o:p></o:p></p><p class=MsoNormal>NFBOH-Cleveland Chapter<o:p></o:p></p><p class=MsoNormal>C: (216) 990-6199<o:p></o:p></p><p class=MsoNormal>P: (641) 715-3900<o:p></o:p></p><p class=MsoNormal>Ex: 582705<o:p></o:p></p><p class=MsoNormal>A: PO Box 141077<o:p></o:p></p><p class=MsoNormal>Cleveland, Ohio 44114<o:p></o:p></p><p class=MsoNormal>E: <a href="mailto:President.NFB.ClevelandOhio@Gmail.com">President.NFB.ClevelandOhio@Gmail.com</a><o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Please visit and take a moment to like our Facebook Page!<o:p></o:p></p><p class=MsoNormal><a href="https://m.facebook.com/NationalFederationOfTheBlindOfOhioClevelandChapter/">https://m.facebook.com/NationalFederationOfTheBlindOfOhioClevelandChapter/</a> <o:p></o:p></p><p class=MsoNormal><span style='font-size:18.0pt;font-family:"Arial",sans-serif'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:18.0pt;font-family:"Arial",sans-serif'>The National Federation of the Blind knows that blindness is not the characteristic that defines you or your future. Every day we raise the expectations of blind people, because low expectations create obstacles between blind people and our dreams. You can live the life you want; blindness is not what holds you back.<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>