[NFBWATLK] Seattle Lighthouse Job Announcement - Contact Center Representative

[Kevin Daniel]

Title:              Contact CenterRepresentative


 
Location:             Seattle, Washington

Dept.:                   Communications  

Reports to:          ContactCenter Supervisor

Hours:                  Full-time, Monday - Friday, Days

Salary:                 D.O.E.


 
Summary:


 
The successful Contact CenterRepresentative (outbound calling) will increase revenue by calling potentialand current customers and donors, provides information about the AbilityOneprogram, products, services, and events. Participate in all calling campaigns through either inbound and/oroutbound activity.  Team with sales,marketing, development, government affairs, and other Lighthouse departments,and external clients to support various initiatives as they occur


 
EssentialJob Functions:


 
·       Make outboundcalls to Government Purchase Cardholders (GPC) of Seattle Lighthouse’s (LH)Base Supply Center stores (BSCs) to share and obtain information.  

·       Document andupdate phone conversations with GPC cardholders via email, facilitatingcommunication and customer needs to BSC managers and field sales reps.  Track all communications, allowing contactcenter reps and field sales reps to update their communications simultaneously.Continue to restore or update database information of GPC holders.

·       Add or deletepertinent information gathered in the shared Customer List. 

·       Develop strongunderstanding of LH products and availability, assisting customers on whichAbilityOne items to order whenever possible. 

·       Support any andall new customer contracts for the Contact Center by taking and receivingcalls, and documenting results in either Excel or other database tools.

·       Perform customersurveys on a monthly basis and as needed while customers are on the phone. 

·       Send out anddocument required number of monthly Customer Perception Surveys (CPS’s). 

·       Respond to anyincoming calls as needed.  

·       Participate incalling campaigns as needed for internal departments.

·       Assist in allinbound calling activity for the LH Front Office when needed.

·       Track number ofcalls, and succeed in accomplishing quotas and goals. 

·       Create and usetools to track work and productivity. For example, the Daily Work Record (DWR) formatted in Excel.   Complete the log weekly, and other reportsas scheduled. 

·       Work inaccordance with AS 9100 documentation and process standards in the BMS.


 
MinimumRequirements:


 
·       High schooldiploma required.

·       Strong telephoneskills.

·       Strong customerservice and sales ability.

·       Ability to handlemultiple tasks extremely well.


 

 
ToApply


 
SubmitResume and Cover Letter to Kevin Daniel, Sr. Director of Strategic Recruiting, to: jobs at seattlelh.org