Customer Experience Associate, Lead

Braille Institute of America, Inc., 741 N Vermont Ave, Los Angeles, California, United States of America Job Description Posted Thursday, May 28, 2026 at 10:00 AM

THE OPPORTUNITY

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 2025-2027 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.

WHO WE ARE

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

GENERAL EXPECTATIONS

All employees within Braille Institute are expected to support the organization’s mission, vision, and values, work cooperatively with others, contribute to the positive morale of the department/center and be a respected representative of the organization. Job Summary The Lead Customer Experience Associate – Tier 2 Operations oversees daily Tier 2 operations focused on Low Vision appointment scheduling, outbound client engagement, and multi-channel customer support. This role leads a team of four Customer Experience Associates to ensure timely booking services, quality customer interactions, efficient workflow coordination, and strong service delivery. Serving as the primary operational lead for Tier 2 scheduling and customer engagement, this position provides coaching, escalation support, and workflow oversight while collaborating with Solutions Center leadership to improve scheduling processes, optimize operations, reduce appointment backlogs, and support continuous improvement initiatives.

JOB DUTIES AND RESPONSIBILITIES

Team Leadership & Operations Management 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. Low Vision Scheduling & Customer Engagement 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. Customer Experience & Quality Assurance 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. Reporting & Performance Monitoring 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. Systems & Technology 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. Additional Responsibilities 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.

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. Education & Knowledge 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. Technical Skills Proficiency with Microsoft Office 365 and Microsoft Teams. Experience using appointment booking systems, telephony/call center platforms, customer engagement tools, and database systems. Experience with ETO or similar client database platforms preferred. Familiarity with AI-supported tools such as Microsoft Copilot or equivalent platforms preferred. Ability to analyze service metrics and operational data to support continuous improvement initiatives. Experience Minimum of five (5) years of progressively responsible experience in customer service, scheduling operations, call center operations, healthcare coordination, or related service environments. Prior experience leading or mentoring staff in a customer-facing operational environment preferred. Experience supporting multi-channel customer communication operations strongly preferred. Position operates in a standard office environment. Primarily onsite with limited hybrid flexibility based on operational needs. Physical Requirements 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. Salary range $55,000 to $60,000

HOW TO APPLY

Complete an online application by clicking the "Apply Now" button below. A Sign-In window will pop up where you can enter your email address and password to log in if you have already created an account on this Career Site. If you don't have an account yet, please click the "Create One Now" link on the Sign-In window to create a new account. If you encounter an accessibility issue or difficulty creating an account, please send your cover letter and resume to View email address on click.appcast.io. Documents submitted as attachments must be in Microsoft Word format with the ".doc" or ".docx" file extension or as an Adobe PDF document. We cannot accept compressed or zipped files. #J-18808-Ljbffr Braille Institute