Communication Service for the Deaf, Inc - ASL Customer Support Representative (Remote, California only)

Communication Service for the Deaf, Inc

In a remote environment and under close supervision, the ASL Customer Care Representative is part of a supportive customer service-oriented team that handles incoming account-related or technical support-related calls in American Sign Language (ASL) from residential customers. By actively listening to the customer and asking appropriate follow-up questions he/she responds to inbound questions, problems, troubleshoots the root cause of the problem, and identifies the action required to resolve the customer’s issue or other general and account-related services. The representative is expected to exceed the customer’s expectations by providing exceptional service and maximizing opportunities to promote, offer, and sell additional or upgraded services to customers. Work is highly structured, measured, and monitored. Schedule changes and non-traditional hours require personal flexibility.

While this position is remote, the candidate must be a California resident.

All offers of employment for the ASL Customer Care Representative are contingent upon clear results of a thorough background check.

Essential Functions

• Works in a remote environment, delivering excellent customer service by asking questions, actively listening, building rapport, demonstrating respect, being informative, and understanding their needs, requests, or problems.
• Answers inbound customer calls in ASL by video concerning one or more of the following issues: troubleshooting, billing, or questions about products and/or services.
• Determines the root cause of customer problems and uses available tools, systems, resources, customer information, and collaboration with other departments to identify the action required and resolve the issue.
• Educates customers on billing details, as well as policies and procedures concerning prices/billing/service to facilitate the acceptance of customer payments by phone (inclusive of applicable payment assistance fees) or educates the customer on other options to make payments at no charge.
• Provides seamless customer experience through the accurate documentation of call details and new account information into the computer system and completing any necessary forms required to request action by other departments.
• Closes sales and complete service orders when the customer expresses interest in additional products, features, and services.
• Corrects work orders that may have initially been input incorrectly
• Successfully completes job-related training. Examples include but are not limited to initial training; refresher training; product, service, and customer experience updates; and any applicable cross-training.
• Stays current with new and/or updated reference material or announcements pertaining to the job and adapts customer communication to reflect any changes.
• Other duties as assigned.

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Deliver exceptional customer service via superior interpersonal skills, active listening, expressive and strong written communication skills
• Ability to listen, understand and communicate in fluent ASL
• Ability to commit to work schedules in a virtual contact center environment
• Understand company products, services and policies
• Ability to undergo various training to learn and understand all products and services offered by our clients
• Ability to ask detailed questions, diffuse tense situations and escalate appropriately
• Demonstrate willingness to accept guidance and feedback from peers and management
• Proficiency with computers, video technology and strong typing skills
• Highest regard for confidentiality
• Superior multi-tasking, organizational, record-keeping and time-management skills
• Easily adaptable to a rapidly changing, fast-paced environment and highly responsive to customer issues, concerns and demands
• Experience in sales, marketing or customer service roles

Qualifications / Requirements

• Ability to communicate efficiently in American Sign Language
• High school diploma or equivalent
• Excellent skills in creating an exceptional customer experience, applied learning, sales orientation, multi-tasking, building customer rapport, discovering customer needs, problem-solving and responding to customer needs, ability to learn and apply procedures, teamwork, communication, and strong work ethic, and ability to work effectively with teams throughout the organization
• Must be able to work in a remote, highly structured environment
• Strong computer skills and ability to navigate through multiple screens
• 1 year of experience troubleshooting basic hardware, software, or connectivity issues (preferred)
• At least 1-2 years of experience in a customer service role, not specific to only call center jobs (preferred)
• Enthusiastic and personable

Applicants with disabilities who may need a reasonable accommodation during the interview/hiring process should email [email protected].

Communication Service for the Deaf, Inc. is an Equal Opportunity, Affirmative Action Employer and drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, disability status, age, genetic information, protected veteran status, or any other characteristic protected by law.