[nfbwatlk] Fw: Contact Center Support Specialist opening at the Seattle Lighthouse

[Mike Freeman]

----- Original Message ----- 
From: "Don Helsel" <DHelsel at seattlelh.org>
To: "Glenn McCully" <GMcCully at seattlelh.org>; <k7uij at panix.com>
Sent: Tuesday, April 13, 2010 1:26 PM
Subject: Contact Center Support Specialist opening at the Seattle Lighthouse



Hi,

Please post this job opening as you see fit.

Thanks,

Don Helsel
Recruiter

The Lighthouse for the Blind, Inc.
Job Announcement

Title:  Contact Center Support Specialist
Location: Seattle, Washington
Dept.:  Communications
Reports to: Contact Center Manager
Hours:  Full Time M/F

Summary:
The Contact Center Support Specialist will provide technical and
administrative support to the Contact Center Manager as well as Contact
Center staff as needed.  Review and analyze sales reports, product
availability, correspondence, collateral needs, and customer feedback in
order to enhance our customer relationships, and use the information to
identify sales opportunities with customers within affiliated NIB
agencies.  Work effectively with other departments, including Contract
Administration, Planning, Shipping, and Communications to ensure
appropriate knowledge share and support.  Work with other department
administrative assistants as needed to ensure departmental standards and
practices are consistent with LH administrative practices.  Answer
phones following LH protocol.  Assist in reporting needs and analysis,
identifying opportunities for improvement.  Support the Seattle operated
BSC sales teams as appropriate.  Helps advance, through phone and field
contact, customer knowledge, and marketplace viability for all related
customers.

Responsibilities:
Stay current and up to date about the AbilityOne Program, LH products,
policies, and customer profiles.  Be able to transfer this information
to Contact Center staff to enhance customer relationships and sales and
Contact Center communication initiatives.
Maintain customer relation management (CRM) database.  Ensure accuracy
of the database and produce reports. Update customer records and create
new customer entries as needed on a daily basis.
Work with Contract Administration to track product availability and
order status.  Keep Manager and Coordinator informed of issues that need
escalation and resolution.
Review Customer Communications log for all BSC issues outstanding and
work with the Contracts team to resolve and close all issues in a timely
manner.
Assist with all reporting needs for the department, including running
queries and reports, problem-solving and elementary analysis.
Track outgoing collateral, calling campaigns, samples, making sure store
and purchase managers are getting what they need.
Assists customers with all marketing materials. Tracks fast turning
products in base customers stores.
Conducts base customer interviews when survey reflects a 3 or lower
response; documents and works with Manager for next steps; tracks to
fulfillment.
Promote AbilityOne Program initiatives and Seattle LH mission at Seattle
operated BSCs and communicate to all 120+ other BSCs.  This is includes
phone, print, email, marketing materials and all other forms of contact
with BSC's and customers.
Perform outreach to GPC cardholders and Federal Customers as necessary.
Participate in calling campaigns with Contact Center Reps as necessary.
Make sure that incoming and outgoing mail, phone calls and faxes are
being processed and responded to on schedule. This will include
preparing and sending correspondence and product updates and helping to
prepare invitations and other materials for BSC and customer events.

Other Related Projects and Responsibilities:
Data-mining and research as needed.
Track customer actions and relationships.
Group records for targeted mailings for customer appreciation,
catalogues, price list.
Work with BSC Coordinator to troubleshoot potential issues in database.
Maintain calendar, including schedule of meetings, appointments,
customer reviews, etc.
Serve as liaison between department and organization with attendance at
various meetings.
Serve as central point of contact for the Contact Center department.
Other duties as assigned.

Requirements:
Demonstrated clerical and administrative skills to prepare documents and
information using Word, Excel, Access and ability to navigate JDE menus.
Ability to prepare correspondence, emails and present data for staff and
customers.  Excellent grammar and math skills required.  Ability to use
Outlook calendar and related tools such as SharePoint.
Previous experience in sales and customer service, working with national
accounts over the phone and in-person.  Knowledge of the AbilityOne
Program and ability to communicate and gain program support from BSCs
and customers. Must be dedicated and enthusiastic about the AbilityOne
program and the mission of the Lighthouse.
Requires excellent interpersonal skills and demonstrated ability to work
collaboratively with LH staff in all departments as well as customers.
Must be diplomatic and sensitive to all ethnic and cultural diversity
that is encountered on the job.
Proven track record of identifying customer needs and trends, assisting
both internal and external customers.
Must be self-motivated and professional, have high energy and excellent
work and attendance record, be able to network easily with others and be
able to work with minimal supervision.
Strong commitment to expanding our business and vision for creating jobs
for people who are blind, or blind with other disabilities.  Experience
working with persons who are blind is strongly preferred.

Equal Opportunity Employer M/F

Please send cover letter and resume to jobs at seattlelh.org or to:

The Lighthouse for the Blind, Inc.
Attn.: Don Helsel
2501 S. Plum Street
Seattle, Washington 98144

Telephone: (206) 436-2160
Fax: (206) 436-2244
TTY: (206) 324-1388

For  more information about employment at the Lighthouse visit our
website: www.seattlelighthouse.org