Remote Customer Service Tier I

Job Details

Description

Come be a part of our mission and make a meaningful and positive impact with the industry leading provider of language services for the Deaf and hard-of-hearing!

Full time Benefits

• Paid Vacation Time and Paid Sick Time and Paid Holidays
• 401k 6% match with immediate vesting
• Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision)
  • TeleDoc
  • HSA company match
  • 3 Medical plan options including a Low Deductible PPO Medical Plan Offering
• Employee Assistance Program
• Engaged Employee Resource Groups
• Outstanding Learning and Career Development Opportunities

Pay Range: Actual pay may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for incentive compensation.

* Applicants must be legally eligible to work in the United States to be considered. Visa sponsorship is not available for this role *

* This position is open to candidates residing in all states Except - Alaska, Arizona, California, Colorado, Hawaii, Nevada, New Mexico, New York (with the exception of Rochester), and Washington.

Job Summary

We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers.

Essential Duties and Responsibilities

• Educate customers and potential customers on CaptionCall services.
• Provide a friendly and supportive customer experience via inbound/outbound calls and emails.
• Work with customers to successfully complete over the phone account registrations and Assisted Installs.
• Answer questions and assist interested individuals with download of the CaptionCall mobile applications.
• Work with account management teams to answer general questions and assist with lead generation.
• Support Trainer team with the completion of service calls and in person assisted installs.
• Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner.
• Assist with the review and attachment of necessary Customer verification documentation.
• Assist with ad hoc projects and call campaigns in support of the project management team.
• Cross train on Centralized Scheduling to support the scheduling of appointments after hours.
• Manage and respond to emails submitted to the Customer Support and Marketing mailboxes.
• Respond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etc.
• Respond to customers and trainers reaching out via chatbot.
• Work closely with other Customer Care departments to ensure complete case resolution.
• Participate in ongoing Customer Service training as provided by Management teams.
• Assist with the documentation and escalation of compliments, complaints, and refund requests.
• Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls.
• Closely follow all team processes to ensure compliance with company policies.
• Agree to and maintain strict consumer confidentiality.
• Completion of other duties and projects as assigned.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements: Less than 25%

Education

High School Diploma or GED or equivalent work experience

Knowledge, Skills, and Abilities

• Must have a solid comprehension of and ability to use computers in an MS Windows environment.
• Successfully interact with multiple computer interfaces and be able to multi-task.
• Professional and courteous telephone and electronic communications presence.
• Ability to write simple correspondence, and effectively present information in a one-on-one and small group situations to customers, clients, and other employees of the organization.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Good active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Must be fluent in spoken English.