Customer Experience Associate I

Braille Institute•Los Angeles, CA

11d•$48,000 - $54,000•Hybrid

About The Position

Join Braille Institute of America in building a more inclusive world. We are undertaking a transformative initiative, planning our next century of success in serving the blind and visually impaired communities. Through our 2025-2027 strategic planning process, we identified opportunities to advance critical initiatives in areas such as customer research; the expansion and transformation of current programs and services; the development of new nationally and internationally accessible programs; the creation of dynamic new strategic partnerships; and the alignment of our mission, strategy, and resources. If you are ready to join a dynamic organization transforming the lives of individuals experiencing vision loss, we want you on our team. At Braille Institute, we are driven by a shared purpose: to serve the blind and low vision community. We come together to make a meaningful difference in the lives of others, finding fulfillment in the impact we create. We believe in fostering a culture that is collaborative, inclusive, and flexible. We understand the importance of work-life balance, valuing both personal and professional fulfillment. Here, you'll find an environment that supports your well-being while providing opportunities to learn, grow, and thrive alongside colleagues who are sighted and visually impaired. Join us in embracing technology and innovation as we shape the future of accessibility and positively transform the lives of those with vision loss.

Requirements

High School diploma or equivalent required
Empathetic and patient demeanor when dealing with challenging situations.
Excellent problem-solving and decision-making abilities focused on timely and effective solutions.
Ability to prioritize and multitask effectively in a fast-paced environment.
Proficiency in using AI tools, Microsoft Office Suite, Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS).
Adaptability to changing priorities and business needs with a proactive approach.
1-5 years’ experience in a customer service or call center role.
Experience in Front Desk, Hospitality, and Direct Guest Customer Service.
Experience in using client database software and performing accurate data entry.

Nice To Haves

bachelor’s degree preferred
Bilingual/Spanish preferred
Willingness to work flexible hours, including evenings and weekends if necessary.
Familiarity with Office365, Teams telephony, and any data collection or help desk software preferred.
Knowledge of Okta is a plus.

Responsibilities

Engage with Customers: Handle incoming calls, chats, emails, SMS, and Teams messages from clients with professionalism and efficiency.
Foster Satisfaction: Create a culture of customer satisfaction and delight, transforming our customer service delivery.
Utilize Technology: Demonstrate proficiency using software apps and database systems, including Co-Pilot, ETO, Online Service Navigation Form, and Microsoft Teams.
Immediate Solutions: Use AI tools like Copilot to generate relevant solutions and information for customers on the spot.
Problem-Solving: Provide accurate and timely solutions for customer inquiries, concerns, and complaints using active listening and empathy.
Team Collaboration: Work with team members to escalate complex issues and ensure swift resolutions.
Comprehensive Knowledge: Maintain thorough knowledge of the organization’s services, trends, and changes to address customer inquiries effectively.
Uphold Values: Represent the organization’s values and mission in all client and stakeholder interactions.
Process Improvement: Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience.
Best Practices: Follow best practices for customer communication and engagement across all channels to strengthen customer relationships.
Perform other duties as assigned