CUSTOMER SERVICE & CALL CENTER SPECIALIST  

Offering impeccable customer service is critical for any organization or company hoping to create and maintain a loyal customer base. World Services for the Blind’s eight-week Call Center Specialist program imparts a vast skill set upon its participants so that, upon graduation, they are prepared to take on the role of call center representative with confidence.  

Organized into 11 components, the Call Center Specialist program covers the following topics: customer service, soft skills, communication, relationship building, sales and marketing, difficult customers, operations, human resources, and Microsoft Outlook, Word and Excel programs.  

The bulk of instruction will focus on sharpening students’ skills in the three Microsoft programs that will be essential to their career development. Students will study Outlook Word and Excel. Each module will provide an in-depth look at each program, and how to use them to their fullest potential.  

 Potential Careers for Graduates:

• Customer Service Representative – Call Center

• Debt Collector – Call Center

• Customer Service Representative – Working from home

• E-Commerce Customer Service Representative – Working from home

• Customer Service Associate In-Store

PREREQUISITES  

• High school diploma or GED  

• Keyboarding speed of 35 wpm (45 wpm preferred)  

• 12th-grade spelling level  

• Print reading speed of 100 wpm with 75% comprehension  

• Excellent ZoomText or JAWS skills  

Workforce Development Services

Workforce Development Services are offered at WSB to provide individuals with visual impairments with the tools needed to enhance and sustain their employability. Through our prevocational and vocational training programs, we provide the education and skills training to jobseekers that employers are looking to hire long term. By producing qualified workers, it helps the individual become more marketable and benefits the employer by reducing their cost of on-the-job training and improving turnover rates for their company. WSB’s focus is to provide services of employment assistance for jobseekers with visual impairments which will assist them in getting competitive integrated employment. Through job preparation and job coaching, certain tools and resources will be provided for the client to be successful in their job search, such as assistance in locating local job fairs, employment workshops, and/or participation in online or virtual job fairs.

In the first 30 days, an extensive assessment is completed in order for WSB to meet the client’s needs where they are. An extensive Interpretive Career Report will be provided to the client and their Vocational Rehabilitation Counselor on the assessment of their career interests, career training potentials, job satisfaction indicators, career exploration and career recommendations completed with the assistance of our qualified workforce staff and a Certified Vision Rehabilitation Therapist. Each client’s program will be individualized based on their needs and level of employability. During the skills evaluation period, students will work on a career readiness program tailored to their personal needs in areas such as, their academic skills in areas they may need improvement, assistive technology and computer literacy, daily living skills, and orientation and mobility skills training. Each individual will learn how to complete a resume or update their current resume, interviewing skills, “dress for success” skills, participate in mock interviews, learn soft skills, independent living skills and essential workplace skills. This will assist in the client’s preparation and future choices of a Pre-Vocational or Vocational program, or their area of interest for employment.