Contact Center Agent

STATEMENT OF PURPOSE: Contact Center Agent will be responsible for providing high quality customer service assistance for inbound calls from Illinois residents in response to appointment requests, general information inquiries and call transfers for the Illinois Secretary of State. Contact Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Adhere to the Privacy Act as it relates to the confidentiality of information gathered and released;
• Continually maintain up-to-date knowledge of The Illinois Secretary of State regulations and policies;
• Answer inbound appointment requests for The Illinois Secretary of State;
• Redirect or transfer customers to additional Illinois State services utilizing established resources;
• Utilize centralized scheduling system for Illinois residents seeking appointments at various Illinois Drivers Service Facilities;  
• Ability to empathize with customers and prioritize needs;
• Gather information from customer and other resources as needed for problem-solving and resolution;
• Navigate between systems and utilize all tools available to assist and service customers;
• Will be required to complete program training, as warranted, and successfully implement that Knowledge in day-to-day operations;
• Any other duties as deemed necessary by supervisor.

QUALIFICATIONS:

• High School diploma or equivalent required;
• Must be able to speak English clearly and professionally;
• 1 to 2 years contact center experience preferred;
• 1 to 2 years customer service experience required;
• Bilingual English/Spanish a plus;
• Must have intermediate computer skills and the ability to navigate through multiple data screens;
• Must have excellent communication skills and be able to multi-task;

Employee Benefits

• 10 days paid vacation
• 12 paid holidays
• 6 sick days accrued over the year
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws.  The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities.  All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.