Customer Service Representative - Client Support | QUICK APPLY

Job Summary: Responsible for providing quality customer service/technical support to individuals using or interested in the CapTel captioned telephone products and service.

Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and demonstrate the stated requirements. Job duties may change as different needs are determined.

• Provide direct service support to customers verbally and in writing on a daily basis via email, fax, mail and phone by answering questions that may arise regarding the CapTel products and captioning service.
• Provide education, troubleshooting and any necessary follow up to customers regarding questions received and report findings to appropriate staff.
• Provide technical assistance to help with remote set-up of CapTel technology with equipment used in a home or office networking environment such as modems, routers, switches, wireless equipment, and power-line network adapters.
• Document all contacts from customers in the Customer Service Database and other established reporting formats creating customer case documentation. Collaborate on case management with the appropriate management personnel.
• Document patterns and trends identified during troubleshooting and bring this detail to your supervisor’s attention.
• Provide input on development of consumer support materials that aid in orientation and continued use of CapTel products and service.
• Conduct monthly follow-ups with customer contacts to gauge customer satisfaction and confirm resolution.

Requirements: The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma/GED Equivalent required, secondary education desired. Study in Communications, Technology, Sociology, Social Work, English/Literature, hearing loss, and similar people helping fields is helpful, but not required.
• Knowledge about different types of phone services available, as well as familiarity with basic home networking is preferred, but not required.
• Strong oral and written skills to communicate with customers via mail/email, fax, Live Chat and phone by voice/CapTel. The majority of contacts are by phone, but there is a lot of writing for case entry and correspondence with customers.
• Ability to troubleshoot and explain the set-up and use of CapTel technology once trained on the product. Aptitude and willingness to learn and support new technology is required.
• Ability to work with varying individuals objectively with a calm, relaxed demeanor and make judgment calls and decisions on-the-spot.
• Good typing skills and working knowledge of Microsoft Office tools and email use is required.
• Ability to multi-task and handle multiple ongoing projects at the same time in a fast-paced work environment.
• Ability to follow-through on all daily tasks in a timely manner.
• Must possess a strong work history of punctuality and good attendance.
• Strong accuracy to detail/data entry for case management and documentation purposes.
• Desire to assist individuals with hearing loss/individuals with disabilities and the technology they use.
• Spanish language fluency desired, but not required.