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

Wed Apr 14 14:40:06 UTC 2010

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> Original Message:
> ---------------------------------
> 
> From: Mike Freeman <k7uij at panix.com> 
> Sent: April 13, 2010 9:35:53 PM
> To: NFB of Washington Talk Mailing List <nfbwatlk at nfbnet.org>
> Subject: [nfbwatlk] Fw: Contact Center Support Specialist opening at the Seattle Lighthouse
> 
> ----- 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 
> 
> 
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