Call Center Representative | Communication Assistant (MN)

Description

Call Center Representative | Communication Assistant

Fully Remote, MN

Opportunity to Work-from-Home

Full-Time & Part-Time

$14.00 per hour

18 years or older

Have you ever felt like being a part of something great? Do you have a passion for community and social impact? If you answered yes to either of these questions, CSD Call Centers may have a job for you.

CSD is the largest NPO dedicated to cultivating opportunities for Deaf success. For over forty years, we have offered a wide range of programs and services designed to educate Deaf people and the public, facilitate communication through technological solutions, and support businesses with resources to hire Deaf employees.

To get a glimpse of making and receiving a TTY call, Click Here

CSD is looking for self-motivated individuals with a passion for driving communication access to fill our Call Center Representative (Communication Assistant) positions in our Telephone Relay Service (TRS) Call Centers. The deaf and hard of hearing community relies on TRS to communicate over the phone with friends and family. At CSD Call Centers, our Customer Service Representatives (Communication Assistants) facilitate phone calls between deaf or hard of hearing individuals and hearing individuals.

See what others have to say about CSD Contact Centers: Telephone Relay Service click here

Upcoming Training Classes: November 30, 2026 (4 weeks virtual training) *Off Christmas Eve & Christmas Day

Benefits:

• Opportunity to work from home
  **Must meet qualifications to work from home
• Starting wage of $14 per hour
• Hiring for full and part-time positions
• Eligible for salary increases twice a year
• Paid time off (for all employees)
• Remote Work Stipend
• Employee Assistance Program (available immediately, no employee cost)
• Employee rewards for good attendance and performance
• Student loan forgiveness eligibility (due to non-profit status)
• Shift differentials available for overnight shifts, Speech to Speech, and Bilingual agents

Requirements

Call Center Representative | CSD Communication Assistant

Using telephone/audio and relay processing equipment, Communication Assistants relay telephone calls between deaf, hard of hearing, or speech-impaired consumers (device users) and hearing consumers.

Essential Functions

• Accept and place relay calls for consumers
• Ensure the highest level of quality service is delivered to all consumers
• Hear audio and listen to spoken words, to voice or transcribe to text on a computer
• Read aloud messages the device user types to the other party and type the other party’s voiced messages and background sounds to the device user
• Translate written ASL messages to conversational English
• Convey the caller’s feelings and emotions through voice inflection
• Relay contents of the call as accurately as possible without intervening in the conversation
• Maintain the TRS quality standards for accuracy and speed
• Report any identified technical issues to appropriate staff
• Maintain strict consumer confidentiality during and after employment is terminated

Knowledge, Skills and Abilities

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

• Excellent communication skills
• Ability to hear, using audio and telephone equipment
• Ability to speak clearly and pronounce and enunciate complex words and sentence structures
• Ability to verbally communicate using voice inflection, adjust tone and volume
• Ability to read text aloud from a computer
• Excellent typing speeds and accuracy scores
• Excellent grammar and spelling
• Ability to learn and understand complex computer communication software, shortcuts, and command functions
• Ability to work in a fast-paced environment

Qualifications

• 18 years of age or older
• A minimum of a High School Diploma or equivalent
• Must be able to pass an essential skills assessment administered by recruiting staff
• Ability to type at 60 words per minute and 95% accuracy to graduate training and process general (English) relay calls
• Available to work varied schedules based on business needs; consistent schedules are not guaranteed.
• Availability to work schedules including weekdays, weekends, overnights, and holidays
• Excellent customer service experience and a relaxed/calm demeanor

Work From Home Requirements:

• Private and quiet office space with a closed door
• Hard-wired internet connection via ethernet cable (ethernet cable provided by CSD)
• High-speed internet connection (3.0 MG download; 1.2 MG upload) *Satellite connections are not accepted
• Access to a mobile device with a camera
• Access to a personal or public device/PC with a USB-C port.

Residency Requirement: Candidates for this role must live and work in Minnesota.

Applicants who may need a reasonable accommodation due to an existing medical condition during the interview/hiring process should make their request with their recruiter by emailing recruiting@csd.org. Current employees of CSD who may need a reasonable accommodation should make their request to the People & Culture Team.

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.