Customer Experience Associate, Lead

Braille Institute•Los Angeles, CA

1d•$55,000 - $60,000•Hybrid

About The Position

Join Braille Institute of America in its transformative initiative to build a more inclusive world and serve the blind and visually impaired communities. This role is part of a strategic plan to advance critical initiatives in customer research, program expansion, new program development, strategic partnerships, and resource alignment. The organization fosters a collaborative, inclusive, and flexible culture that values work-life balance and supports employee well-being, learning, and growth. Braille Institute embraces technology and innovation to shape the future of accessibility and positively transform the lives of individuals with vision loss.

Requirements

Bachelor’s degree in Business Administration, Communications, Customer Experience, Healthcare Administration, or related field preferred; equivalent customer service leadership experience may be considered.
Strong knowledge of customer service operations, appointment scheduling, and workflow coordination.
Demonstrated ability to lead and support high-performing customer service teams in a fast-paced environment.
Strong interpersonal, communication, and conflict resolution skills.
Excellent problem-solving and organizational abilities with strong attention to detail.
Ability to manage multiple priorities while maintaining high service standards.
Proficiency with Microsoft Office 365 and Microsoft Teams.
Experience using appointment booking systems, telephony/call center platforms, customer engagement tools, and database systems.
Minimum of five (5) years of progressively responsible experience in customer service, scheduling operations, call center operations, healthcare coordination, or related service environments.
Ability to operate standard office equipment including computers, telephones, and related technology.
Ability to communicate effectively through phone, video, and written communication channels.
Ability to remain seated and work at a computer for extended periods of time.

Nice To Haves

Experience with ETO or similar client database platforms preferred.
Familiarity with AI-supported tools such as Microsoft Copilot or equivalent platforms preferred.
Prior experience leading or mentoring staff in a customer-facing operational environment preferred.
Experience supporting multi-channel customer communication operations strongly preferred.

Responsibilities

Directly lead and support a team of Tier 2 Customer Experience Associates responsible for Low Vision scheduling and customer engagement operations.
Coordinate daily workflow distribution and monitor service queues to ensure timely client response and appointment scheduling.
Ensure adequate staffing coverage across communication channels, including inbound calls, outbound calls, email, SMS, live chat, and callback services.
Provide day-to-day operational leadership, coaching, mentorship, and performance feedback to team members.
Support onboarding and training of staff on scheduling workflows, systems, customer engagement standards, and service expectations.
Serve as the first point of escalation for complex scheduling issues, customer concerns, and Tier 2 service requests.
Collaborate with Solutions Center leadership to identify workflow improvement opportunities and operational efficiencies.
Oversee timely scheduling and booking of Low Vision services, ensuring clients are connected to services efficiently and accurately.
Lead outbound engagement efforts to contact clients, schedule appointments, confirm participation, and improve service access.
Monitor booking turnaround times, scheduling accuracy, and customer responsiveness to support operational goals.
Support reduction of scheduling backlogs and ensure timely follow-up with referred, waitlisted, or pending clients.
Assist staff in resolving complex booking scenarios and service coordination issues.
Ensure customer interactions are handled professionally, empathetically, and in alignment with Braille Institute’s mission and service standards.
Promote a culture of customer-focused service excellence and accountability.
Monitor customer service quality and provide coaching to improve consistency and effectiveness across all communication channels.
Manage customer satisfaction surveys and quality assurance processes to support continuous service improvement.
Implement best practices for customer communication and engagement.
Handle escalated customer issues and complaints with professionalism, urgency, and compassion.
Support continuous improvement initiatives designed to enhance the client experience and operational responsiveness.
Monitor team performance metrics related to scheduling efficiency, outbound engagement, responsiveness, and customer satisfaction.
Prepare operational reports to identify trends, monitor service levels, and support decision-making.
Track productivity and service delivery goals while identifying opportunities for process improvement.
Assist leadership in evaluating operational workflows and recommending improvements to increase efficiency and service quality.
Utilize customer service platforms, appointment booking systems, ETO database, Microsoft Teams telephony systems, Bookings application and related tools to support service delivery.
Support accurate client documentation, data entry, and reporting within organizational systems.
Leverage AI tools such as Microsoft Copilot or equivalent technologies to support customer service solutions and operational efficiency.
Maintain working knowledge of organizational services, scheduling processes, systems, and customer support tools.
Serve as backup support for website offerings and program coordination functions as needed.
Support department initiatives and cross-functional projects aligned with Solutions Center operations.
Perform other duties as assigned.