Working Here

COMPANY OVERVIEW

Cleveland Sight Center’s mission is to empower people with vision loss to realize their full potential and to shape the community’s vision of that potential. We are constantly enhancing the breadth of our services and the sense of community to be a true partner for life for our clients and their families and caregivers.  Click here to learn more about Cleveland Sight Center.
 

HIGH QUALITY CUSTOMER SERVICE REPRESENTATIVES

Cleveland Sight Center only hires qualified candidates to work in the Call Center. All candidates complete and pass a criminal background check and a drug screening prior to hire. In order to recruit and retain the best candidates, CSC offers a competitive starting hourly wage of $8.50 with a wide range of benefits including medical, dental, vision, 401k and paid time off. The average wage for employees in CSC’s Call Center is $10.60 before factoring in benefits. Employees working 25 hours (or more) per week are offered paid time off, medical insurance, dental insurance, vision insurance as well as 401k. CSC’s longest tenure for 40 months and our annual turnover rate is measured at 9%, which is much lower than the industry average of 51% for outsourced call centers. Low turnover means our Customer Service Representatives will learn and retain the nuances of handling calls according to procedure with a high-level of customer service.
 

Staff Testimonials:

“I love working in the Call Center, I feel useful again. I fulfill a need for others and myself, and that's a great feeling.” – Lynette

“CSC’s Call Center has been a place of acceptance. It is a place where you can revive your skills, learn new ones, and aspire to achieve greater.” – Michelle

“This is a calm and peaceful atmosphere to work and grow…an empowering place to work. I have been able to accomplish and learn a great deal in this environment.” – Angel

 

SUCCESS OF TRAINING PROGRAMS

CSC is regularly evaluated by external reviewers. Two recent and relevant external evaluations are provided below that signify CSC’s strength as an organization and quality of call center employees.

CARF 

CSC’s call center training program is accredited by CARF as an “Employment Skills Training Service.” Founded in 1966 as the Commission on Accreditation of Rehabilitation Facilities, CARF International is an independent, nonprofit accreditor of human service providers in the areas of aging services, behavioral health, child and youth services, DMEPOS, employment and community services and medical rehabilitation. View CSC’s accreditation here.

Management Partners

The National Industries for the Blind (NIB), an organization with over $691m in annual sales to Federal government agencies, contracted with Federal Management Partners (FMP), a strategic human capital consulting firm located in Alexandria, VA to evaluate, improve and optimize the recruitment, selection and training processes for call center representatives at its associated agencies. FMP reviewed the training that CSC provides Customer Service Representatives and included CSC’s approach as a best practice in the “Call Center Hiring Training Improvement Toolkit.”

“Many components of the recommended training are currently in place at the Cleveland Sight Center, which offers a comprehensive program that FMP believes meets the standards of other high performing call center organizations.” – Federal Management Partners