Customer Experience Associate

Join Us At Braille Institute Of America Location: Los Angeles, California Join us in building a more inclusive world at Braille Institute of America. We are undertaking one of the most transformative initiatives in our history, planning our next century of success in serving the blind and visually impaired communities. Through our 2024-2025 strategic planning process, we identified the next generation 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. Job Description This is a dynamic opportunity for an experienced Customer Experience Associate to join our Customer Experience team. This role requires strong problem-solving skills and a proven track record in delivering exceptional customer service across all communication channels including phone, chat, email, SMS, and Microsoft Teams. As a member, you will be responsible for delivering high-quality customer service that exceeds expectations. By understanding customer needs and addressing their concerns, you will aim to find the best possible solutions, creating memorable and impactful customer experiences that provide a "Wow" factor. Job Summary: The Customer Experience Associate is responsible for assisting customers with inquiries and providing information eliminating barriers to customer delight, creating memorable and impactful customer experiences. This role requires mastering the applications, software, and tools essential for efficiently and effectively providing excellent customer service. Essential Duties and Responsibilities: Handle all incoming calls, chats, emails, Short Message Service, and Teams messages from clients with professionalism and efficiency. Manage all customer assistance including data record creation, workshop and class registration, and technical troubleshooting. Track intake aging reports and make the necessary follow up calls and emails to doctor's offices for obtaining the Low Vision Occupational Therapy referrals. Provide Lobby coverage as part of weekly rotation providing warm and welcoming in-person service to on site visitors. Provide student intake services including appointment booking service. Create a culture of customer satisfaction and delight, leading the transformation of our customer satisfaction delivery. Demonstrate high comfort levels using software apps and various database systems for data input and reporting including Co-Pilot, Efforts To Outcome, Online Service Navigation Form, and Microsoft Teams. Use Copilot and or equivalent Artificial Intelligent software to generate relevant solutions and information for customers on the spot. Provide accurate and timely solutions for our customer inquiries, concerns, and complaints. Utilize active listening and empathy to understand and address customer needs effectively. Collaborate with team members to escalate complex issues and ensure swift solutions to any inquiries. Collaborate with cross-functional teams, ensuring warm handoffs, when necessary, to provide excellent service. Develop and maintain comprehensive knowledge of the organization's services, trends and changes to effectively address customer inquiries and issues. Uphold the organization's values and mission in all interactions with clients and stakeholders. Follow best practices for customer communication and engagement across all channels to enhance customer relationships. Continuously seek opportunities for process improvement and provide feedback to enhance the customer experience. Perform other duties as assigned. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job duties. High School diploma or equivalent required; bachelor's degree preferred. Empathetic and patient demeanor when dealing with challenging situations. Excellent problem-solving and decision-making abilities, with a focus on delivering timely and effective solutions to customer needs. Ability to prioritize and multitask effectively in a fast-paced, dynamic environment. Proficiency in using Artificial Intelligent tools for ad-hoc research and delivery of information, Microsoft Office Suite, and tools, such as Teams telephony system, digital call tracking tools, ticketing platforms, and communication channels (email, chat, SMS). Flexibility to adapt to changing priorities and business needs, with a proactive and results-oriented approach to problem-solving. Bilingual/Spanish preferred. Willingness to work flexible hours, including evenings and weekends if necessary. Experience: 1-5 years' experience in a customer service or call center role. Familiar with Office365, Teams telephony and any data collection or help desk software preferred. Knowledge of Okta is a plus. Experience and skill in using client database software and perform accurate data entry. Certifications/licenses: N/A Work Environment: Position works in a standard office environment. Hybrid work minimal. Physical Requirements: Position operates with standard office equipment. Salary range: $48,000 - $54,000 #BIA1 Generous donors keep our life-changing programs and services 100% free! [brailleinstitute.org/give]Help support Braille Institute and give today.

Created: 2026-03-06