CAREERS

We have part time and full time opportunities available for mid-level experience (this is not an entry level position) Call Center/Customer Care Professional as well as highly experienced Call Center/Customer Care Professionals at Lighthouse Works. Our primary preference is providing employment opportunities to persons who are blind or legally/visually impaired and will also consider some sighted personnel. The main focus is to assist callers by professionally providing courteous, timely, and accurate information regarding their Assistance claims.

• This is a professional position providing customer service for claimants and general information for the public and/or processing initial claims filed online. Explains points of law and reasons for determinations regarding eligibility for assistance benefits. Research and explain the assistance program at the request of callers and direct them to the appropriate place to file a claim. Refer to various community resources as appropriate.
• Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of operational and management practices.
• Ability to organize data into logical format for presentation in reports, documents and other written materials and ability to conduct fact-finding research by asking questions.
• Ability to effectively communicate verbally and in writing.
• Must be highly proficient with Computers and Microsoft Office products
• One plus years working as Call Center Professional with high volume calls
• High School diploma or GED
• For Blind or Visually Impaired: Must have Access Technology skills using ZoomText or JAWS

For more information on this position and to apply, follow this link: APPLY NOW

Lighthouse Central Florida (LCF) is looking for a full-time Case Management Coordinator (Client Services Coordinator) with outstanding skills and experience to provide client services coordination for individuals with visual impairments (primarily adults) in order to satisfy the mission and contract obligations of Lighthouse Central Florida. This is an exempt-salary position and offers a full benefits package including Health, Dental, & Life Insurance; Paid Holidays, Paid Time off; and Retirement plan.

Our ideal and highly preferred candidate will be one who is highly motivated and dedicated, is outgoing and a strong communicator; has worked in Case Management in Florida; is familiar and has worked with the Division of Blind Services (DBS) and will be an advocate for the clients of LCF working with various agencies.

Job Requirements (including but not limited to):
• Provide counseling and guidance to service recipients (primarily adults) and their families to accomplish adjustment to vision loss and maximize the benefits of participation in vision rehabilitation.
• Gather and interpret eye medical information for purpose of determining eligibility.
• Gather additional information (e.g. medical, social and demographic) to ensure appropriate provision of vision rehabilitation services.
• Coordinate and track provision of vision rehabilitation services.
• Work cooperatively with the Division of Blind Services (DBS), Veterans Administration (VA) and other funding entities to facilitate delivery of vision rehabilitation services.
• Provide information and referral as necessary with agency procedures.
• Conduct comprehensive assessment to determine participant service needs.
• Coordinate assessment and service schedules with staff to facilitate efficient delivery of services.
• Participate in community education and public awareness activities to develop collaboration with other agencies, municipalities, civic organizations, private corporations, and schools to ensure that vision rehabilitation services are recognized as an important resource to the community and known to individuals who can benefit from services.
• Participate in continuing education and staff development opportunities.
• Maintain confidentiality of program participants in accordance with State and Federal regulations.
• Other duties/tasks as required.

For more information on this position and to apply, follow this link: APPLY NOW

Lighthouse Central Florida has exciting opportunities for professionals who are credentialed in the following areas to serve our clients living with blindness and/or vision loss:

• Certified Orientation & Mobility Specialist (COMS)
• Certified Assistive Technology Instructional Specialist (CATIS)
• Teacher of the Visually Impaired (TVI)
• Certified Vision Rehabilitation Therapist (CVRT)
• Certified Low Vision Therapist (CLVT)

For more information on these positions, follow this link: APPLY NOW

Our Contact/Call Center Manager is responsible for supervising and monitoring all activities for the Contact Center. Our Contact Center is staffed primarily with agents who are blind or visually impaired. We act as an outsourced solution provider of Contact Center services for customers across various industries. We specialize in inbound, high customer service orientated campaigns. The Manager will supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness while ensuring that established service standards are met. The Manager will be directly involved with the development, training, and management for the Contact Center. An excellent technical Contact Center Manager must be hands on, organized, reliable, and results driven. They must think practically to solve problems and must model and champion all organizational core values.

Job Requirements (including but not limited to):
• Acts as liaison between Lighthouse Works! and its clients, works to build a positive, long term, strategic relationship.
• Evaluates and implements department procedures, concentrating on ways to improve operations within the contact center and position it for continued growth.
• Actively participates in discussions regarding the Contact Center’s strategic direction and makes suggestions, recommendations as to improvements across the Contact Center.
• Assists in the development of proposals for new Contact Center business.
• Develops, plans, and implements improvements effectively and with minimal disruption.
• Builds associated call campaigns based on client requirements and communicates on a daily basis as to progress of the campaigns.
• Monitors statistics and the key performance indicators of the contact center.
• Builds and analyzes reports to improve processes, ensure resources are properly allocated, maximize efficiency and customer satisfaction.
• Conducts effective resource planning and assists with scheduling to maximize the productivity of resources across multiple concurrent campaigns.
• Monitors individual, team, and overall contact center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• Responsible for managing the human resources of the contact center. In doing so, orients, schedules, assigns work to, evaluates performance of, and when necessary, coaches and counsels personnel. Works with Human Resources to resolve employee relations problems.
• Completes quarterly review process with employees and ensures they receive annual performance evaluations.
• Ensures all employees understand and contribute to the accomplishment of the department’s and Lighthouse Works! business plans and goals.
• Writes scripts, performance standards, and metrics for internal and external operations.
• Prepares digital and hard copy documents as required for department and company updates.
• Responsible for establishing and communicating appropriate quality standards for designated service programs. (Internal and for associated client campaigns).
• Answers agent questions, guiding them through difficult calls/issues, diffusing angry customers, and/or handling issues that cannot be fielded by representatives.
• Ensures effective and consistent communication throughout the team, encourages feedback and customer insight in order to enhance the customer experience.
• Provides leadership, development, and coaching for all Contact Center personnel.
• Leads team meetings, understands calls agents are receiving, educates and coaches representatives on processes, practices and explain expectations to employees.
• Works closely with Lighthouse Works!’ various contact center personnel in resolving customer/client concerns.
• Works in concert with Quality and Training personnel to enhance the overall skills of the agent population to ensure client expectations are met.
• Trains, monitors, and coaches agents in the performance of duties; makes on the spot corrections of improper/incorrect information, processes, or procedures.
• Works closely with Lighthouse Works!’ business development and technology operations team in reporting customer service concerns.
• Works with Business Development team to ensure future business opportunities are aligned with personnel skills and technology requirements.
• Contributes to the overall efficiency and effectiveness of the department and the agency overall.
• Complies with agency policies and procedures including completion of required documentation and reports.

For more information on this position and to apply, follow this link: APPLY NOW

**Are you legally blind and seeking an exciting new career opportunity?”
Lighthouse Works located in Orlando, Florida is seeking a talented, highly-motivated, legally blind candidate to join our team as a full-time Contract Close-Out Specialist. This position is part of a Contract Management Service (CMS) operation.

The Contract Close-Out Specialist will work as part of a team to perform day-to-day operations necessary to prepare federal government contracts to be “closed out”. The principal responsibilities of the position include:
• Complete contract close-out process by following operating procedures and instructions from the CMS Supervisor.
• Contact agencies, manufacturers, and contractors to acquire written payment history through electronic or verbal means. Determine if obligated funds match required payment on the contract, or if there is an opportunity to de-obligate funds.
• Prepare closeout documents for Contracting Officer to review and approve.
• Complete daily and weekly reports to track metrics throughout the close-out procedure.
• Perform administrative tasks including the use of MS Office, Access, Excel, Word and other programs in performance of job responsibilities.

For more information on this position and to apply, follow this link: APPLY NOW

This position will provide early intervention services to children with visual impairments, from birth to six years, residing in the Orange, Osceola or Seminole county service areas.

The required and essential Education Qualifications for this very important position requires a Bachelor's Degree in Special Education, or Visual Impairment Education, or Early Childhood Education, or Social Work or Degree in Speech, Occupational or Physical Therapy. A Master's Degree is preferred!

We prefer someone with a TVI Certification (Teacher of the Visually Impaired) and who already has completed their VIISA and INSITE or ITDS (Infant Toddler Development Specialist) Certifications respectively. The VIISA and INSITE certifications are required and can be obtained on the job within a two-year period.

Job Requirements (including but not limited to):
• Participate in the case management process including response to inquiries regarding services, coordination with referral sources, and completion of required documentation of request for service and eligibility determination
• Conduct developmental assessments and functional vision evaluations to establish, in consultation with parent(s) or guardian, an Individual Service Plan including immediate and long term goals
• Provide Early Intervention services to children, birth to six (6) years, including intake, assessment, and instruction based on established individual goals and professional standards
• Provide home, community and center-based instruction as appropriate to the needs of the child with primary focus on the child’s natural environment
• Collaborate with other community agencies as a member of the child’s and family’s IFSP team in accordance with the Early Steps Program of Florida Part C
• Collaborate with local school districts as a member of the child’s IEP team in accordance with Part B
• Provide guidance and support to families for the purposes of developing their understanding of and ability to positively cope with the impacts of their child’s disability; leading to the optimal development of the child, and establishing the family as the primary child advocate.
• Complete required reports to document child’s progress, including assessments, goals, daily and monthly progress reports, and data entry
• Act as a liaison with the educational, therapeutic, and medical communities, and assist with interpretation of functional vision information.
• Assist with training and professional development of colleagues as appropriate to acquired experience and education
• Assist in the develop of the Early Intervention Services curricula based on established professional standards
• Coordinate the implementation of service plans and curricula with other members of the team
• Stay current with new developments in the field and recommend appropriate new and revised program initiatives to team and supervisor
• Participate in available continuing education and staff development opportunities
• Participate in community education and public awareness activities to develop collaboration with other agencies, municipalities, civic organizations, and schools to ensure that vision habilitation services are recognized as an important resource to the community and known to individuals who can benefit from services
• Participate in general agency development activities and events as appropriate and necessary
• Participate in agency and department meetings to ensure communication and team work
• Comply with agency policies and procedures including completion of required documentation and reports (timesheets, certificate of absence, etc.)
• Perform other duties as required

For more information on this position and to apply, follow this link: APPLY NOW

An overview of some of the responsibilities include (but not limited to) such functions as:
• Managing the lifecycle of a helpdesk ticket, ensuring the prompt resolution of issues and user satisfaction throughout the process
• Provide Help Desk support to end users, including support for hardware, printing, applications, and training/instruction
• Monitors multiple ticket queues and solves or assigns the task(s) appropriately
• Logs service requests into designated Help Desk software application
• Handle unique situations and take lead on urgent issues
• Deploy both new and existing systems, with proper use of wire management
• Responsible for the administration and maintenance of workstations, printers, and phones
• Assist with the administration and maintenance of servers, phones
• Maintain access to corporate network by creating and modifying user accounts in conjunction with assigning appropriate access privileges
• Perform advanced technology troubleshooting in person, over the telephone and remotely with remote access software
• Evaluate new hardware and software to meet company requirements; Provide advice on the most suitable IT choices, purchases, standards
• Contribute to and maintain system standards
• Helps to keep and maintain logs and inventories of all software, licenses, hardware, and peripherals agency wide
• Ability to troubleshoot, diagnose and correct individual user technology problems with no to minimal assistance
• Apply patches and upgrades on a regular basis to workstations
• Responsible for performing hardware and software maintenance on a quarterly basis
• Maintain an expert level of knowledge of certain products, technologies, tools, methodologies, and services used within the department
• Interface with other teams, vendors, and business as part of the service and support process
• Analyze software and hardware needs and usage, recommending changes and upgrades to provide efficient, effective, and timely service to users in the corporation
• Assist with the design, implementation, testing, and deployment phases of new systems
• Assist in providing training and problem solving assistance for coworkers
• Willingness to work from and travel between multiple Orlando based offices, supporting users at more than one physical location
• Comply with agency policies and procedures including completion of required documentation and reports (timesheets, certificates of absence, etc.)
• Perform other duties and responsibilities as required or requested

For more information on this position and to apply, follow this link: APPLY NOW